CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018.

Customer Service 80

Customer Service Gamification Self service CRM 80

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. We call it the ‘golden rule’ of customer service. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

TechSee

MAY 20, 2020

TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.

CRM 207

CRM Customer Service Enterprise Contact Center 207

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Self-service will become a form marketing.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Toister Performance Solutions

SEPTEMBER 27, 2018

The formula for good customer service is pretty simple. Customer service quality is the extent to which the experience meets the customer's expectations. Of course, you have to know what customers expect. Of course, you have to know what customers expect. population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

CX Accelerator

JANUARY 10, 2018

Happy 2018, folks! Sadly, this rite of passage is often overlooked or marginalized within customer service departments. Follow these techniques to ensure 2018 is a year of positive change for your department! The key for a customer service leader is establishing the big picture first, then creating goals that align.

Customer Service 159

Customer Service Coaching Self service Quality management 159

Creative Virtual

APRIL 22, 2020

While it may not be the right time to book your next beach getaway or send out invitations for your extended family reunion, smart companies should be looking towards the future impacts of customer experience (CX) developments and consumer expectations.

Self service 52

Self service Customer Experience Virtual Agent Chatbots 52

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

Aspect

AUGUST 30, 2018

Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können. Self-Service Technologien machen das möglich und vermeiden darüber hinaus lange Wartezeiten.

Self service 54

Self service Interactive Voice Response Chatbots Contact Center 54

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Self service 346

Self service Customer Experience Customer Service Technology 346

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. million per year.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Bright Pattern

DECEMBER 6, 2018

AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant use cases for AI and self-service bots.

Customer Experience 76

Customer Experience Chatbots Customer centricity Self service 76

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Eckoh

NOVEMBER 26, 2019

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? Our blog series on the Top 5 Customer Service Challenges has been getting under the skin of the big issues facing contact centers today. When this happens, there's only one thing to do.

Self service 52

Self service Contact Center Benchmark Customer Service 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. In fact, your IVR may have the most impact on customer experience since the vast majority of customers connect with your IVR when engaging your organization.

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Done well, self-service not only boosts the customer experience but it also increases sales and efficiency. Mobile first Of the 5.9

Self service 58

Self service Customer Experience Analytics Banking 58

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. This is the main reason why customer self-service is so popular nowadays, as well as the main reason why it adds so much to the value of your brand. Published in Provide Support Blog , 2018. Read more. © 2003 - 2017 Provide Support LLC. Permalink | No comment.

Self service 53

Self service Personalization Customer Service 53

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. No wonder that Gartner predicts that AI will disrupt the jobs of one million phone-based customer support agents by 2020.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know.

Self service 52

Self service Marketing Technology Personalization 52

VocalCom

DECEMBER 4, 2017

In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Intelligent assistants and chat bots are helping customers with tasks ranging from checking the weather to purchasing items online. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

Aspect

DECEMBER 3, 2018

We’re delighted to announce that longstanding Aspect customer, Hoist Finance was recognised as a silver winner in the ‘most effective implementation of technology’ category at the prestigious European Contact Centre and Customer Service Awards for its implementation of our cloud-based contact centre software, Aspect ® Via.

Finance 48

Finance Customer Service Interactive Voice Response Banking 48

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

Mindtouch

NOVEMBER 20, 2018

A successful OpenTalk 2018 indeed! This year’s theme was on the “why, how, and what” your company can do to create customer experience magic moments that lower effort and increase retention. The result is an increase in profitability and growth for both your company and customers. TalkDesk is lucky to have you.

Self service 80

Self service B2B Customer centricity SaaS 80

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. It also benefits vendors by providing guidance about the types of products and services companies are most like to buy during the year.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

HGS

APRIL 24, 2018

What Is Good Customer Service? The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” In other words, do you think your company’s customer service is better than it really is? Wed, 04/25/2018 - 09:55. Customer Service.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. No wonder that both consumers and companies are turning to online self-service systems. There are six key areas to focus on: 1.

Self service 49

Self service B2C Entertainment Best practices 49