Balto

NOVEMBER 18, 2022

“If you build it, they will come” Balto recently conducted a survey on value perception of the contact center by leaders across industries. Self-service interactions are on the rise, with 15% of business decision makers expecting 81-100% of interactions to be fully handled via self-service.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

VHT

OCTOBER 18, 2018

People love using chatbots for simple tasks. Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

bold360 Blog

APRIL 15, 2021

Looking back, it’s clear that FSIs that had invested in digital (service) transformation prior to the pandemic tended to outperform their more flat-footed rivals. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self service 52

Self service Banking Multichannel Chatbots 52

Nicereply

SEPTEMBER 1, 2022

WotNot – no-code AI chatbot. Customers have great experiences when they face no roadblocks while using a product or receiving a service. According to a survey conducted by Microsoft, 90% of consumers place a high value on customer service, and 58% are willing to churn if it is not up to the mark.

Customer Experience 59

Customer Experience Chatbots CRM Surveys 59

Revation Systems

MARCH 4, 2020

Whether the deployment of these AI solutions exist in the front-office (think chatbots), middle-office (think fraud detection) or back-office (think credit underwriting) of a financial institution, banks across the globe are turning to AI to enable them to provide an enhanced experience while also saving the organization money in the long run.

Banking 62

Banking Chatbots Technology Self service 62

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. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. Kelsey belsey (@titterkelsey) March 19, 2019. Pls advise. AirCanada.

Airlines 78

Airlines Transportation Contact Center Self service 78

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more?

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? Are you being realistic about whether your customer service really satisfies your customers? Conversely, organizations overestimate customer satisfaction with automated assistants/chatbots.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. On average they use email for 27% of these interactions, followed by web self-service, telephone and social media (17% each), with contacts made through chat and chatbots standing at 11%.

Self service 76

Self service Best practices Analytics Surveys 76

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes. Share this page on: Tweet.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Fonolo

MAY 22, 2019

Conversational speech … has been used successfully for some 11 years … conversational AI or chatbots are still at a reasonably early adoption stage … However, we see many more examples of automated voice and digital conversations than we did a year ago … [so] we are now considering this technology as a key aspect of CCaaS applications.”.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

JULY 10, 2019

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. 91% of respondents to our survey said they are annoyed and less loyal when a brand fails to answer questions to their satisfaction. Share this page on: Tweet.

Management 56

Management Self service Best practices Chatbots 56

3CLogic

APRIL 9, 2020

Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. 73% of customers report that they prefer to handle their simple problems through self-service channels, finding quick answers to their questions while avoiding the hassle of navigating IVRs and waiting to speak to an agent.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. Shantanu discussed key elements needing to be addressed by the industry to improve CX that repeatedly arise in customer surveys year after year.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

Eptica

OCTOBER 31, 2018

Surveys only deliver a partial picture, so organizations should also look at how they can analyze all of the interactions that they have with citizens to better spot trends, improve services and introduce innovation. The good news is that technology can help deliver a more efficient service, while still delivering what citizens want.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

UJET

DECEMBER 10, 2020

Virtual Agents can interact with customers via text (chatbots, SMS, or email) or intelligent voice automation (IVA). In fact, 71% of consumers surveyed in 2019 said that they would be “less likely to use a brand if they knew that brand didn’t have human agents available.” Or a tornado takes out power?

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Virtual Agents can interact with customers via text (chatbots, SMS, or email) or intelligent voice automation (IVA). In fact, 71% of consumers surveyed in 2019 said that they would be “less likely to use a brand if they knew that brand didn’t have human agents available.” Or a tornado takes out power?

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

Eptica

JULY 21, 2019

Date: Wednesday, July 31, 2019 Author: Pascal Gauvrit - CTO Why the future of customer service is AI and humans together. Published on: July 31, 2019. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. Share this page on: Tweet.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. chatbots, mobile apps, etc.) Service Journeys, we believe, are a win-win for everyone.

Banking 45

Banking Finance Chatbots Surveys 45

Fonolo

FEBRUARY 20, 2020

According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Cisco - Contact Center

JANUARY 27, 2020

In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. Their survey of 362 firms found that although 80% of the firms believed that they delivered a “superior service” only 8% of the firm’s customers believed that.

Contact Center 97

Contact Center contact center solutions Enterprise Cloud contact 97

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. We’re used to seeing predictions that voice support will decline, but in Deloitte’s survey, there are some concrete numbers that illustrate what is expected to happen.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. We’re used to seeing predictions that voice support will decline, but in Deloitte’s survey, there are some concrete numbers that illustrate what is expected to happen.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Spearline

SEPTEMBER 10, 2019

With ever-larger amounts of data to cope with from surveys, social media, speech analytics, web analytics, etc. Chatbots and Self-Service. 2019 has been a busy year in the industry and developments are just going to keep evolving.

Telecommunications 53

Telecommunications Contact Center Big data Analytics 53

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Aria Solutions

AUGUST 30, 2019

A 1-point improvement in CX Index scores can help a company increase revenue by $175 million annually, according to Forrester research (Win Funding for your Customer Service Project, February 2019). CX-Focused customer service is beginning to take root. It may be reducing or reallocating resources.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40