Guest Blog: The Rise of Chatbots in Customer Experience


This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Here’s a look at customer self-service and the role of burgeoning cloud contact centers.

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Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences.

The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. Is conversational AI the next big thing in customer experience?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

Chatbots: What Role Should They Play in Customer Service?


Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many tasks. For this reason, every brand needs to look at its customer journey and decide where customers are most likely to benefit from chatbot assistance.

Chatbots: The Key to Efficient Customer Service


When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. The idea of chatbots assisting or possibly replacing human agents was exciting, but was it feasible? Would customers actually receive better service? While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation.

5 Banking Customer Experience Predictions for 2020

CSM Magazine

The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened. More customer contact channels, not fewer. Customer Service Articles

Contact Center Trends 2020: A New Age for the Contact Center


This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. Contact Centers Will Change in 2020.

7 Trends Shaping the Customer Experience in 2019


When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well.

Why Your Customer Service Strategy Should Include Online Chat


You’ve probably already noticed: There is a major shift towards messaging in the customer service game. While call centers remain important, many brands are moving towards online conversations with customers over SMS, social media, and live chat. with their customers.

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Customers want proactive communications. How does a contact center meet these demands?

Customers are Changing the Channel: Are You Ready?

NICE inContact

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service?

Contact Centers Move to the Cloud in 2020


Advances in communication technology are forcing rapid change in the contact center. Will your contact center be left behind? The Future of the Contact Center is in the Cloud. Omnichannel Comms Require Cloud-Based Centers. What is a cloud-based contact center?

The evolution of self-service technologies and the customer experience 


The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

We’re in the running for three cloud awards!


. We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK Cloud Awards! The post We’re in the running for three cloud awards!

Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. We also talked about the various trends and technologies that support more human and personalized customer interactions to build kinship and heighten the experience at every touchpoint. This will decrease handle time and minimize customer frustration.

3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. It’s no secret that banks have a customer service problem.

Cloud is key for the future of contact centres


Every business knows great customer service is important, but with a growing reliance on digital communications and online services, organisations need to have an effective engagement platform in place that can cope with high volumes of requests, actions and tasks.

5 Ways AI Can Drive Proactive Customer Service


While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Artificial intelligence can analyze customer data, empowering companies to solve problems before they arise while giving customers richer experiences. Here are five ways in which your brand may use AI to deliver proactive customer service. Understand customers’ purchasing habits.

Learning from Others – Highlights from Customer Contact Week

NICE inContact

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer. It’s all about customer service and customer experience (CX). After the demo, I talked to a contact center director from Texas named Ruby.

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Top trends for the contact center in 2019 – part 2, effortless & transformative

Noble Systems

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. We also talked about the various trends and technologies that support more human and personalized customer interactions to build kinship and heighten the experience at every touchpoint. This will decrease handle time and minimize customer frustration.

SumTotal Systems Enhances Customer Support with Cloud

NICE inContact

But as the company struggled with a decades-old, on-premise system, it was becoming increasingly difficult to provide customers the quality of support they needed—and expected. The acquired company was already a NICE inContact customer, which made bringing SumTotal onto the CXone cloud CX platform and rolling out CX products system-wide a natural progression. Some of that time is now spent exploring new ways to support customers, including development of a mobile app.

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10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten


Immer mehr Unternehmen, die nach Wegen suchen, um bessere Kundenerlebnisse zu bieten und den zunehmend mobil kommunizierenden, technikaffinen Verbrauchern entgegenkommen möchten, ziehen cloudbasierte Plattformen für das Customer Engagement in Erwägung.

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6 Key Trends Shaping Social Customer Service


As social media use continues to grow, customers demand greater brand engagement on these channels. When planning your customer service strategy on social channels, consider these six current trends. As mobile use also continues to grow, video is fast becoming an ideal way to engage with customers. Offer customers insight into your brand events and inform them in an entertaining way by creating meaningful, real-time video content.

5 Ways Mobile Drives Customer Loyalty


These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service. To fully engage these customers, every brand should consider the numerous mobile technologies that are transforming the customer experience.

Is Your Brand Meeting These 6 Customer Expectations?


You may think that winning customer loyalty is all about offering the best products and services. Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied. Is your brand meeting these six customer expectations?

5 Ways Personalization Drives Sales Success


However, the human touch should not be underestimated: From customer service agents showing empathy to salespeople making recommendations in-store, personalization starts with an authentic human connection. Here are five ways personalization impacts customers’ purchasing habits and drives sales success. Offering personalized content motivates customers to spend more than they had anticipated. They become loyal customers.

How to Provide Exceptional 24/7 Customer Service


In our digitally connected world, customers want to engage with brands whenever they need to. According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love. Engage customers on social media channels.

5 Technologies That Reduce Customer Effort


The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time.

5 Customer Expectations Your Brand Needs to Meet


What do customers really want? While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs to meet to satisfy all customers. Technology that simplifies the customer experience. Customers are not afraid of using technology to find answers or complete tasks.

6 Steps for Building a Customer-Centric Brand


A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. By simplifying your customers’ lives and adding a personalized touch at every step, you can create the kinds of experiences that your customers are actually looking for. Here are six steps for building a customer-centric brand.

6 Tips for Satisfying Customers on the Voice Channel


With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. Make sure agents exchange contact information.

Top 7 Customer Engagement Trends in 2018


With the start of a new year, you might wonder how customer engagement will change. In the past couple of years, customer experience has been a top priority for companies, as the digital era has ushered in numerous technologies that many brands use to differentiate themselves from their competitors. While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve.

2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Cloud contact center deployments that began in customer care may have been extended to other business areas.

CX Thought Leaders July 2019


The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC.

How Changing Customer Expectations Affect Churn

Transparent BPO

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. Seventeen percent would stop after just one bad experience.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud computing relies on sharing of resources to achieve coherence and economies of scale. Cloud Contact Center – Cloud computing… applied to the contact center.

It's "Game Over" for your DX if you Think it's Just About Digital


By now, I think we can all agree that customers are in control. 33% of consumers who ended their relationship with a company last year did so because the experience wasn’t good enough *. So you need to ask yourself regarding your DX initiatives, what’s best for the customer?

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Guest Post: 4 Ways Technology Can Boost Your Customer Service Experience

Natalie Petouhof

Tweet In a mobile-oriented society where consumers thrive on social media and have come to expect instant communication, technology has become an increasingly important key to delivering effective customer service. Companies are using technology to meet customer demands for omnichannel support and access to online knowledge bases with a goal of differentiating their brands through customer service. Cloud Contact Centers.