AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. per contact, while self-service channels cost about $0.10

Virtual Agent 74

Virtual Agent Self service Transportation Customer Experience 74

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team.

Self service 118

Self service Best practices Customer Support Chatbots 118

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc.

Contact Center 130

Contact Center Banking Education Self service 130

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. 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. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit.

Contact Center 113

Contact Center Technology contact center solutions Cloud contact 113

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It just got done.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing.

Call Center 376

Call Center Technology Banking Contact Center 376

Fonolo

JANUARY 18, 2022

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! – Shep Hyken, CS & CX Expert.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

VocalCom

OCTOBER 24, 2017

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Ask for customer feedback.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. How can contact centers turn that around so that customers are left feeling positive about the interaction? Attrition, for one.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. Key 2020 Trends: Cloud Contact Centers.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent Self service Technical Support Contact Center 132

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. Contact centers that have been hesitating on technology upgrades for years transformed their operations in a matter of weeks because it was a matter of survival.

Contact Center 147

Contact Center Coaching call center association Call Center 147

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks.

Self service 86

Self service Chatbots Contact Center Wait times 86

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: Forbes $62 billion is lost by U.S.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

REVE Chat Blog

NOVEMBER 6, 2019

Forrester reports says, 23% of B2B CMOs see improving the customer experience as a top three objectives. How customers perceive your brand ultimately comes down to their customer experience. Hence realigning the customer service experience has become a top priority for businesses.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. annual increase in customer satisfaction rates. annual increase in customer satisfaction rates.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

LiveVox

NOVEMBER 3, 2021

Digital and AI-enabled self-service options are what customers want, and contact centers are heeding the message. In this October 2020 report by Gartner®, you’ll find the latest market trends and innovations in customer experience.

Contact Center 73

Contact Center Self service Marketing Customer Experience 73

Fonolo

NOVEMBER 5, 2020

Your customers don’t want to spend a lot of extra time listening to menu options and pushing buttons, so condense their choices where possible. FACT: In a poll of 176 contact center professionals, almost 3 out of four respondents scored their IVR as a 3 out of 5 or below when it came to customer first-impressions.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

Interactions

JULY 22, 2022

In 2020, contact centers were hit hard by the pandemic. Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. What do the contact centers that have survived (and even thrived) in past economic troubles have in common?

Contact Center 62

Contact Center Self service Technology Customer Experience 62

LiveVox

NOVEMBER 11, 2020

Get the Free Report In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, Director, and Manager levels to understand what their strategic priorities are right now, where they’re headed in the future, and what role self-service and system integration play in their ability to deliver an exceptional customer experience.

Self service 60

Self service Contact Center Surveys Customer Experience 60

Tethr

MAY 18, 2020

Earlier this month, Tethr , Kustomer and Challenger hosted the largest virtual customer experience summit of the year. Some of the best thought leaders in CX gathered to share their insights on the importance of continuing to provide an outstanding customer experience, despite the current state of the world. .

Customer Experience 94

Customer Experience Coaching Surveys industry standards 94