ShepHyken

APRIL 30, 2018

5 Predictions On The Future Of Customer Service by Mikhail Naumov. Forbes) From process automation to customer self-service enablement, here’s what brands, executives, and service leaders need to know about what’s on the horizon for customer service. Follow on Twitter: @Hyken.

Customer Service 205

Customer Service Personalization Self service Metrics 205

Aspect

JANUARY 10, 2018

Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. Augment self-service offerings: Customer service gives small businesses another opportunity to differentiate themselves from larger corporations stifled by red tape.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

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

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. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

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. Self-Service for Timeless Customer Support .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. This week, for the first time ever, Frost & Sullivan has named this same category, identifying it as “AI-enhanced Self-Service Solutions.” AI-enhanced Self-Service Examples. Why SmartAction?

Self service 79

Self service Virtual Agent Contact Center Customer Support 79

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. 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.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. 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.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

ShepHyken

NOVEMBER 18, 2020

Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Amazon Go is a convenience store chain that has automated or self-service checkout. That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions.

Self service 351

Self service Customer Experience Customer Service Technology 351

Waterfield Technologies

OCTOBER 9, 2018

Waterfield Technologies and Bright Pattern partner to deliver a comprehensive approach to application lifecycle management for Interactive Voice Response and omnichannel self-service solutions. Tulsa, Oklahoma – October 09, 2018 – […].

Self service 40

Self service Interactive Voice Response Technology Management 40

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. However, 2018 brought the importance of customer experience management into the spotlight. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Gamification Call Center Self service 80

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. Today, this is really necessary in the modern technological climate.

Self service 52

Self service Marketing Technology Personalization 52

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. hours per day online , up from just 3 hours in 2009.

Self service 58

Self service Customer Experience Banking Analytics 58

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]. What are you doing to ensure your contact center is ready to handle this 75% increase in self-service customer interactions while avoiding the scenario previously described?

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

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. Even small business must find ways to adapt to individual desires.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Mindtouch

APRIL 16, 2018

Starting July 2018, Google will start factoring mobile page speed into search rankings (the Speed Update , as it is commonly referred to). Okay, maybe I’ve become spoiled by the wondrous conveniences that modern technology provides. Especially if I’m using my smartphone for self-service. And I’m not alone.

Self service 48

Self service Metrics Customer Support Technology 48

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. 2) What kind of technology can we implement to ensure the best possible CX? And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

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. Even small business must find ways to adapt to individual desires.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). So, what comes next? Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Taylor Reach Group

NOVEMBER 17, 2017

With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. The human role in customer service will shift. Blended AI will therefore continue the shift in the direction of self-service and real-time support. The cost of customer service will be reduced.

Sales 0

Sales Contact center software Self service Contact Center 0

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

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

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

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

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. Even small business must find ways to adapt to individual desires.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

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

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human.

Chatbots 55

Chatbots Self service Technology Marketing 55

Mindtouch

MARCH 14, 2018

Here are five trends to keep an eye on in 2018, trends that promise to drive both customer experience and call center ROI. Self-service and ticket deflection. And given this preference for self-service, there is massive growing opportunity to help customers help themselves. A (laser) focus on customer experience.

Call Center 54

Call Center Self service CRM Contact Center 54

Toister Performance Solutions

SEPTEMBER 27, 2018

The customer service platform Gladly shares a range of customer expectations in its 2018 Customer Service Expectations Survey. It's important realize customers are likely calling because they've either tried self-service and failed or they believe a live agent is the best way to handle their issue. population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

Mindtouch

FEBRUARY 12, 2018

MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. To learn more about this award, check out the full list of Top Rated Customer Experience Management Platforms of 2018. TrustRadius is a review site for B2B technology companies. We even received a nifty Top Rated Badge!

Customer Experience 59

Customer Experience Management B2B Self service 59

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Callminer

DECEMBER 17, 2019

“Liveops, the enterprise standard for delivering on-demand remote agents for customer service and sales, today released its 2018 Call Center Industry Report , which reports the findings of a survey of more than 750 customer service professionals from organizations of all sizes and within multiple industries. “The

Call Center 207

Call Center outsourcing Contact Center Finance 207

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54