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5 Top Customer Service Articles of the Week 10-25-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No billion by 2026, representing a 30.9%

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Here’s Why Voice Channels Will Remain Evergreen in Call Centers

CCNG

Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years. We asked executives to rank how often they use certain customer service channels today and how often they expected to use them in 10 years.

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Outsourcing Customer Service Is Cost Effective and Process Efficient

Helpware

By 2026, the market volume of the business process outsourcing sector is on track to surpass $4 billion, and there's a reason why that figure is so high. Companies have woken up to the fact that third-party service providers can up the company's game without being a drain on in-house resources.

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Article: Leveraging ChatGPT and Generative AI for Exceptional Customer Experience: 5 Takeaways

24-7 InTouch

With analysts’ predictions suggesting that “1 in 10 agent interactions will be [fully] automated by 2026,” generative AI plays a crucial role in customer experience. The post Article: Leveraging ChatGPT and Generative AI for Exceptional Customer Experience: 5 Takeaways appeared first on IntouchCX.

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Unveiling the Power of Generative AI with ChatGPT for Elevated Customer Experience

24-7 InTouch

With one in ten customer interactions projected to be automated by 2026, the rise of generative AI continues to revolutionize how brands engage with their audience. Developed by OpenAI, ChatGPT is at the forefront of this technology, redefining customer service through machine learning and automation.

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Gartner Predicts No Reduction in Customer Service Spending in Coming Year

CSM Magazine

Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures. “In

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Call Center Statistics You Should Know

Callminer

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.