Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. We concluded that Intelligent Assistants are not just a channel shift strategy. In some cases they might even disrupt how certain services are bought and the strategic alliances that support them.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Oracle

JUNE 19, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. Vaishali Gohel, Senior Manager, Cloud Solutions Hub, Oracle describes a self-service bot that solves questions 24/7 for HR departments and employees. Copyright © 2019 Oracle.

Self Service 40

Self Service Video Omni-Channel Innovation 40

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Measuring satisfaction levels with specific channels is one input to this process. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

TechSee

JUNE 25, 2019

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. Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

ProProfs Chat

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service. Advanced speech analytics technologies are trending in the market.

Self Service 78

Self Service Social Media Omni-Channel Trends 78

NICE inContact

MAY 8, 2019

Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? These are questions that keep contact center leaders up at night. You won’t be disappointed!

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And in today’s digital age, customer service is now more important than ever before. This seems obvious but let’s look at a financial services use case: .

Customer Journeys 124

Customer Journeys Brands Sales Contact Center 124

NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. We asked them about a number of key CX-related topics, including plans to invest in their service operations. This doesn’t mean that self-service volume is shrinking.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

CSM Magazine

JUNE 11, 2020

IVR or Interactive Voice Response, the automated technology that answers incoming calls and provides instructions to customers, has been an essential part of the contact centre toolkit for many years. Secure self-service payments. Omni-channel solutions include: Agent Assisted Card Payments. E-Commerce payments.

Omni-Channel 52

Omni-Channel Self Service CRM Customer Confidence 52

NICE inContact

MARCH 28, 2019

Many organizations feel pressured “top down” to apply AI technology to automate chat interactions entirely. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Martin Hill-Wilson

JANUARY 29, 2016

Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Self Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

transcosmos Information Systems

OCTOBER 2, 2018

Customer service has seen leaps and bounds of upgrades in the past year, and it will continue to be an asset for most companies in retaining and gaining clients. There should never come a time when you feel complacent about the service that you’re providing them. Moving Forward to 2019 and Beyond. Get in touch before they do.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

Bold360

NOVEMBER 3, 2016

Digital self-service must be omni-channel, which means a customer can start a chat with you on your website, and continue it seamlessly via Facebook or whatever other channels make them comfortable. Super Speedy Customer Service. Super Helpful Digital Self-Service. Super Social Retail Strategy.

Self Service 80

Self Service Omni-Channel Customer Service Social Media 80

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. Whether it’s apps, web self-service, chat, social media, bots, or more traditional phone and email channels. Consistency and Knowledge.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

West Monroe

DECEMBER 6, 2019

Thousands of Salesforce community members converged in San Francisco last week for Dreamforce 2019. New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic.

Self Service 52

Self Service Customer Centricity Financial Contact Center 52

Oracle

DECEMBER 26, 2019

View a complimentary copy of The Forrester Wave : Customer Service Solutions, Q2 2019 report. The marketplace for customer service solutions is crowded with options, but organizations can find an evaluation of leaders in the space in The Forrester Wave : Customer Service Solutions, Q2 2019 report.

Report 42

Report Self Service Customer Service Omni-Channel 42

CloudCherry

FEBRUARY 20, 2019

As customer experience gains more traction and more maturity as an industry, the technology is running double time to keep up. It’s not really omnichannel . Most teams understand that customers want to connect with them on a variety of channels. A truly omnichannel strategy meets customers where they are when they need it.

Strategy 273

Strategy CEM Analysis Self Service 273

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. Michael discusses how, in 2019, customer experience (CX) will be king.

Trends 40

Trends Self Service Customer Experience Social Media 40

NICE inContact

JUNE 20, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Bold360

NOVEMBER 1, 2019

Source: Forrester, Build Competitive Advantage Through Customer Engagement and AI, Feb 2019. The complexity of questions and how satisfied customers are with answers can help you determine where you can use AI for self-service or a live person. Be where your customers want to be with omni-channel engagement.

Customer Engagement 40

Customer Engagement Omni-Channel Engagement Self Service 40

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

ShepHyken

SEPTEMBER 10, 2021

Provide an omnichannel service experience. . Develop a self-service experience. New 2019 research found that 84% of customers consider these factors equally when deciding whom to buy from. . Educate your customers about the new technologies so that they can easily extract value from the innovations.? .

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

Kustomer

JULY 22, 2020

According to Kustomer data, inbound customer service inquiries increased by almost 120% during the holiday season in 2019, with particularly dramatic spike in activity on Instagram, e-mail, voice and chat. Read on to learn what customers expect, and how to deliver with smart strategies and smarter technology. Prepare Early.

Self Service 64

Self Service Omni-Channel e-support Chatbots 64

Upstream Works

JANUARY 22, 2019

Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience. Upstream Works for Finesse is an omnichannel agent desktop. When we say omnichannel, we mean it.

Customer Experience 94

Customer Experience Self Service Contact Center Omni-Channel 94

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Getting Customers Connected.

Self Service 74

Self Service Customer Service Customers Connections 74

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. 9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study.

Brands 80

Brands Self Service Insurance Fashion 80

Magellan Solutions

JULY 29, 2021

Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. . The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Think Customers

OCTOBER 20, 2021

Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. A successful brick-and-mortar retailer understands the need to provide relevant and impactful experiences into their everyday interactions, through technology, people, or both.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52

eGain Blogs

MAY 18, 2022

Sam Hahn, Technology Evangelist at eGain spoke about the state of digital customer service and knowledge management in the public sector with Daniela Fayer, publisher at Defense One. We basically did transform the engagement with all of this new technology (that is, digital channels) and as a result we did see a lot of engagement.

Self Service 90

Self Service Government Case Study ROI 90

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. While voice will always remain a critical channel for support, especially for urgent issues, customers today communicate both verbally and visually with one another.

Trends 78

Trends Self Service Contact Center Chatbots 78

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. through 2022.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Chattermill

OCTOBER 20, 2019

by Sam Makad on 21 Oct 2019. The modern customer is omni-channel. You cannot push them back to a legacy customer service experience that requires them to wait endlessly for an email or to get connected with a customer support agent. The modern customer is omnichannel. customer support. artificial intelligence.

Omni-Channel 40

Omni-Channel Chatbots Self Service Analysis 40

Team HGS

MARCH 6, 2019

This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. In 2019, more than ever before, customer experience (CX) will be king. Wed, 03/06/2019 - 17:22. Customer Experience. LEAVE A COMMENT.

Trends 40

Trends Meeting Self Service Multi-Channel 40