TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Help Scout

AUGUST 22, 2023

A review of the near future of customer self-service technologies and trends. How will our customers help themselves in 2018 and beyond? Read the full article

Self service 75

Self service Technology 75

CCNG

MARCH 12, 2021

Online shopping and digital tools have become the" new normal," and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. At least 70% of customers go to digital channels first because they prefer self-service.)

Customer Service 370

Customer Service CCNG Self service Contact Center 370

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. So, what contact center technology trends can one expect in 2022. AI technology.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Ultimately, understanding customer needs and preferences is pivotal.

Self service 69

Self service Chatbots Contact Center Wait times 69

Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

Self service 105

Self service Surveys Customer Support Customer Service 105

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

SharpenCX

OCTOBER 13, 2021

Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Analytics 128

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Self service Gamification Contact Center 124

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . New Technologies to Improve Customer Service.

Technology 159

Technology Customer Service Technical Support Analytics 159

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Customer Service 175

Customer Service Advertising B2C Big data 175

Mindtouch

SEPTEMBER 19, 2019

For the modern enterprise, self-service has become an indispensable part of many strategic objectives, especially when it comes to delivering customer service excellence. 91% of organizations identify web self-service as a relevant investment focus. The self-service statistics and trends you need to know.

Self service 48

Self service Enterprise Contact Center Technology 48

Zappix

MARCH 21, 2024

As we delve deeper into the digital age, customer expectations continue to soar, pushing companies to adopt new strategies and technologies to meet these demands. As we embark on the journey of 2024, let’s explore some key customer service trends shaping the industry.

Customer Service 52

Customer Service Self service Chatbots Analytics 52

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. More than 80% of customers demand that a business’s support service be as good as their product. Thus, it’s no surprise that businesses strive to provide impeccable customer service. into a single platform.

Call Center 52

Call Center Technology call center software virtual call center 52

SmartAction

MAY 12, 2021

Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID.

Self service 80

Self service Virtual Agent Technology 80

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Find Out the Rest of the Trends: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

Self service 118

Self service Best practices Customer Support Chatbots 118

Mindtouch

OCTOBER 23, 2017

A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity.

Self service 65

Self service Upselling SaaS Customer Support 65

HGS

JANUARY 25, 2021

Assess trends with care. Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.

Contact Center 130

Contact Center Banking Education Self service 130

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! READ THE FULL GUIDE: Contact Center Trends 2023. (It It’s one of several positive trends we’ve seen emerge from the cultural change wrought by COVID. Let’s dig in! .

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Computer Vision-powered self-service.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Outsource Consultants

OCTOBER 4, 2021

Here are five of the biggest customer service outsourcing trends to help you elevate customer satisfaction: 1) Fully Remote Contact Center Teams. This trend can be somewhat deceiving, as businesses will still look to BPO partners that can flex between both in-person teams and outsourcing remotely. 2) Strategic Partnerships.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

SmartAction

MARCH 7, 2023

Let’s take a closer look at the top CAI trends to follow – both in 2023 and beyond. Trend #1: IVAs and Automation Intelligent voice assistants (IVAs) process the words a user speaks and converts them into digital data that software can reliably analyze. Conversational AI is the key to augmenting existing technology with a company’s IP.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Technology 88

Technology Customer Service Self service Customer Support 88

3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. 5 Contact Center Technology Trends To Expect In The Coming Year. Order status updates.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Balto

NOVEMBER 29, 2022

The call center industry has evolved dramatically in recent years, particularly with pretty incredible advancements in call center technology. From utilizing cloud call centers to self-service channels and the rise of AI software, a contact center is no longer a remote office with a few business phone lines. Customer Routing.

Call Center 52

Call Center Technology Interactive Voice Response Analytics 52

TeamSupport

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. Gone are the days when customer service was just a cold, impersonal phone call. And this city is only getting bigger, better, and more technologically advanced. The Big Trends So what's on the horizon?

Customer Support 52

Customer Support Self service Customer centricity Analytics 52

TeamSupport

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. Gone are the days when customer service was just a cold, impersonal phone call. And this city is only getting bigger, better, and more technologically advanced. The Big Trends So what's on the horizon?

Customer Support 52

Customer Support Self service Customer centricity Analytics 52

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions.

B2B 91

B2B CRM Enterprise Upselling 91

Real Blue Sky

DECEMBER 15, 2022

These years have helped shape the CX trends you can anticipate for 2023 and beyond. Customers have grown accustomed to hyper-convenience, with home delivery and contactless service becoming the norm. In addition to the continuation of hyper-convenience into 2023 and beyond, here are other CX trends to watch for in 2023.

Self service 98

Self service Chatbots Wireless Analytics 98

TechSee

FEBRUARY 2, 2022

And as with most things, all roads lead to technology. . What Is Call Center Technology? Call center technology can refer to any tool that contact centers use to improve productivity, manage staff, deliver better service, or cut costs. Advanced call center technologies go way beyond handling incoming or outgoing calls.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

CSM Magazine

DECEMBER 13, 2023

Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image. Digital Transformation With the advent of new technologies, businesses are moving towards digital platforms.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! To that end, we asked them one simple question: what will be the customer service trend in 2023? Smart use of the latest technology will keep customer service teams prepared to deal with evolving customer demands. . Top customer service trends of 2023.

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52