SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: . Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022. Background:

Self service 48

Self service Consulting Consulting Enterprise 48

TechSee

NOVEMBER 27, 2018

AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years. This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Field service.

Customer Service 84

Customer Service First call resolution Self service Contact Center 84

Expivia

APRIL 1, 2021

Crystal Ball – The Call Center of 2025. With this feature, an agent will be able to co-browse with the customer and show them things that they might like but hadn’t noticed. IoT Customer Service. AI technology is beginning to learn what the customers need and want as they contact us.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. Read further for the top trends in the customer service industry for 2022.

Customer Service 52

Customer Service Self service Feedback Customer Care 52

Blueship Call Center

APRIL 17, 2023

The series of contacts that take place between a customer and a business throughout their relationship is known as the end-to-end customer experience. A successful company’s foundation is a solid customer service strategy. Let’s look at some of the best methods for maintaining your customer service plan.

Call Center 40

Call Center Customer Service Self service Chatbots 40

Eptica

APRIL 8, 2020

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. Published on: April 08, 2020. So, how are they faring?

Customer Service 79

Customer Service Self service Benchmark Surveys 79

Fonolo

NOVEMBER 11, 2022

Set against the backdrop of global labor shortages and increased importance placed on customer service, call center agents find their status rising. . In this business model, no customer support means no sales. . IVR and Self-Service Step Up . Proactive Self-Service . Did we say happy?

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

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Contact Center Technology Self service Surveys 48

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Managing Resources: engaged and empowered staff.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

SmartAction

MARCH 7, 2023

Analysts expect CAI adoption to expand more than 22% this year alone, with longer term growth likely to exceed $14 billion by 2025. Any business that wants to stay competitive, reduce operational costs, and take its customer service to the next level should take note. Actionable intelligence provides multiple points of value.

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Multichannel Virtual Agent Self service Accountability 82

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. Technology replacing humans. That’s what we all fear.

Contact Center 275

Contact Center Self service Banking Airlines 275

Netomi

AUGUST 16, 2023

The advent of this technology has enabled businesses to provide 24/7 support, ensuring that customer queries are resolved promptly and efficiently. We will talk more about that in a future blog on the powerful combination of Generative-AI first technology with LLMs for brand-safe customer interactions. billion U.S. billion U.S.

Enterprise 52

Enterprise Chatbots Healthcare Entertainment 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. 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.

Technology 122

Technology Customer Service Gamification Contact Center 122

Toister Performance Solutions

NOVEMBER 7, 2017

They sometimes feels like a barrier to real customer service. Other times, automation can create service failures. A self-service portal allows us to troubleshoot our devices without calling support. The Zendesk Answer Bot Customers often prefer self-service. Robots can be scary.

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Customer Service Self service Banking Personalization 67

3CLogic

JANUARY 9, 2024

Leverage AI to Deliver Personalized Customer Experiences To live up to your customers' needs, personalized journeys are a must. Gartner reports that “ 74% of customers who experience easy transitions to a customer service rep say they’ll return to self-service next time.”

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

TechSee

FEBRUARY 1, 2021

According to Gartner, the number of CSPs investing in artificial intelligence (AI) technologies for improving their infrastructure planning, operation, and products will rise from 30% in 2020 to 70% in 2025. billion by 2025, a CAGR of 21.9% from 2020-2025.

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

3CLogic

MAY 14, 2021

Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. Combining both linguistics and computer science, NLP is essential to any contact center looking to improve its self-service offerings and voice workflows. We’ve all been there.

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Interactive Voice Response Self service Contact Center Analytics 80

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. Customer service and ops leaders scrapped old strategies. While the change was largely unwanted and certainly uncomfortable, the customer service industry didn’t implode. Jump to: The Golden Rule of Customer Experience.

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Customer Care Customer Service Self service Coaching 67

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Check back later in the week for further insight on customer service in the age of COVID-19. Published on: April 28, 2020.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.

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Self service Call Center Interactive Voice Response Chatbots 80

SharpenCX

NOVEMBER 21, 2019

The state of customer service sits at a standstill. Because customers still aren’t happy. A staggering 88% of customer service professionals say customers have higher expectations than in the past. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Netomi

NOVEMBER 21, 2022

The good news is that customer service/support is not the top target for cost-cutting – a separate survey found that only 7% plan to decrease spend in this area, compared to the 72% that plan to maintain it, and 21% plan to increase spend in CX. With a Little Help From Conversational AI.

Self service 52

Self service Surveys Chatbots Enterprise 52

Real Blue Sky

DECEMBER 15, 2022

Always ask for your customer’s consent when sharing their data and let them know how it will be used. More Self-Service Features. Circling back to our theme of hyper-convenience, customers want their concerns addressed quickly – often faster than a human agent is capable of! An additional 25% plan to add this capability.

Self service 98

Self service Chatbots Wireless Analytics 98

SharpenCX

NOVEMBER 21, 2019

The state of customer service sits at a standstill. Because customers still aren’t happy. A staggering 88% of customer service professionals say customers have higher expectations than in the past. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. Typically, it uses pre-recorded voice prompts and touch-tone or voice recognition inputs to provide callers with self-service options. How Do IVR Systems Work?

Interactive Voice Response 52

Interactive Voice Response Self service Wait times Call Center 52

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

The Petrova Experience

OCTOBER 8, 2020

Further, we must demonstrate how transformative customer experience is to every industry. Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” Customer experience must be part of your business strategy. That is non-negotiable.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

VocalCom

JUNE 24, 2020

Agents must be assisted by technology to do their job better, by being freed from the more mundane tasks to focus on adding value and deliver an experience that is more empathetic to the customer. Proactive customer support is about identifying and resolving customer issues before they even arise. Proactive experience hubs.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

TechSee

NOVEMBER 26, 2020

Field service providers are rapidly incorporating AR technology into their customer service and support capabilities. Gartner predicts that by 2025, over 50% of field service management (FSM) deployments will include mobile augmented reality collaboration and knowledge sharing tools, up from less than 10% in 2019.

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Management Automotive Accountability Self service 109

TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. Servion has predicted that by 2025, some 95% of customer interactions will be powered by AI. The approach has the added benefit of aligning various functions within the organization, driving internal efficiency and delivering exceptional ROI.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

DMG Consulting

MARCH 11, 2021

The contact center WFM market has been moving toward digital transformation for the past few years, but the pandemic galvanized the modernization of these product suites to address the increasingly digital and self-service needs of today’s consumers.

Consulting 59

Consulting Consulting Marketing Management 59

Babelforce

MAY 21, 2020

Do we need more customers to use self-service? IVR systems have traditionally been a pretty weak form of self-service. As a result, many contact centers use their IVR for call routing rather than self-service. If you need more customers to use self-service, there are a lot of ways to pursue that.

Interactive Voice Response 52

Interactive Voice Response Technology Self service Contact Center 52

Babelforce

MAY 21, 2020

Do we need more customers to use self-service? IVR systems have traditionally been a pretty weak form of self-service. As a result, many contact centers use their IVR for call routing rather than self-service. If you need more customers to use self-service, there are a lot of ways to pursue that.

Interactive Voice Response 52

Interactive Voice Response Technology Self service Contact Center 52

Real Blue Sky

DECEMBER 15, 2022

Always ask for your customer’s consent when sharing their data and let them know how it will be used. More Self-Service Features Circling back to our theme of hyper-convenience, customers want their concerns addressed quickly – often faster than a human agent is capable of! An additional 25% plan to add this capability.

Self service 52

Self service Chatbots Wireless Analytics 52