BlueOcean

NOVEMBER 13, 2023

The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. What new trends and technologies are on their mind? What trends are more than buzzwords and can actually make a real impact on your work? How are they overcoming new challenges?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. An omnichannel contact center strategy enables the creation of superior patient care by seamlessly integrating various communication channels.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Comm100

NOVEMBER 23, 2022

As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations.

Trends 215

Trends Customer Service Chatbots Omni-Channel 215

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services. Omnichannel expectation.

Financial 232

Financial Trends Customer Experience Chatbots 232

Responsetek

MAY 3, 2018

The speed of change brought about by technological advances has brought with it certain expectations. One of those expectations is that customers and prospects will have a consistent experience of your brand across all channels, from your website to your customer service center to your brick-and-mortar store.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

Lumoa

JUNE 23, 2021

Here, we will look at the trends that look set to shape the future of CCaaS in the coming years. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Comm100

SEPTEMBER 23, 2021

Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency. Their preferred engagement stages and channel preferences also differ.

Omni-Channel 207

Omni-Channel Customer Service Chatbots Customers 207

SurveySparrow

JULY 24, 2023

It’s time to harness the power of customer experience technology, enhance customer experience and embrace the customer experience digital transformation. Get ready; we’re about to revolutionize the world of CX technology. What is Customer Experience Technology? Advanced technologies are their best friends in this journey.

Omni-Channel 52

Omni-Channel Technology Customer Experience Customer Journeys 52

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. Analyzing conversations allows businesses to identify trends, evaluate employee performance, and make informed decisions that align with organizational goals.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

NobelBiz

MAY 14, 2024

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. What Is Conversational Analytics? It examines tone, pitch, volume, and pace.

Call Center 59

Call Center Analytics Contact Center Effort Score 59

TechSee

DECEMBER 11, 2018

To achieve both short and long term benefits, three critical elements must be aligned: business objectives, infrastructure and technologies. Over the last five years, a number of key business trends have emerged that have been steadily gaining traction. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences. Take The Lead!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Vonage

JANUARY 30, 2019

While all the featured trends are important, a few have the power to pivot our whole industry. We are now beyond the bot conversation stage and are starting to appreciate that AI technologies such as Natural Language Understanding and Machine Learning will turbo boost everything from routing to recruitment. Omni-Channel Design.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Quadient

JUNE 22, 2022

Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. .

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

Lumoa

APRIL 28, 2024

You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

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. These technologies are paving the way for new possibilities for the future of call centers.

Call Center 124

Call Center Trends Self Service Contact Center 124

InMoment XI

AUGUST 23, 2023

It involves a comprehensive overhaul of internal processes, technologies, organizational culture, and customer engagement strategies. As customer preferences change and new technologies emerge, businesses that fail to adapt risk being left behind. To provide a seamless experience, it’s essential to embrace omnichannel engagement.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

CSM Magazine

DECEMBER 13, 2023

In a rapidly evolving business landscape, keeping up with the newest trends in customer service strategies is fundamental to staying ahead of the competition and meeting the ever-changing expectations of modern consumers. Digital Transformation With the advent of new technologies, businesses are moving towards digital platforms.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Comm100

APRIL 22, 2024

High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles. Live chat systems provide a seamless communication channel for real-time customer interactions. Regular process reviews are crucial to adapt to new technologies and changing customer expectations.

How To 134

How To Chatbots Omni-Channel Social Media 134

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent are lagging or falling behind today’s customer service trends. percent are lagging or falling behind today’s customer service trends.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

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 Self Service Technology Social Media 124

SurveySparrow

JULY 23, 2023

So, let’s turn the page and explore the top customer experience trends of 2023 that are shaping this exciting narrative. What are Customer Experience Trends? Top 10 Customer Experience Trends Why are Customer Experience Trends Relevant? Final Thoughts What are Customer Experience Trends?

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

Team Support

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. And this city is only getting bigger, better, and more technologically advanced. The Big Trends So what's on the horizon? Is your team ready for the future of customer support?

Trends 52

Trends Self Service Social Media Knowledge Base 52

Team Support

MARCH 11, 2024

We've compiled some of the latest trends and advancements that will shape the landscape of customer service. And this city is only getting bigger, better, and more technologically advanced. The Big Trends So what's on the horizon? Is your team ready for the future of customer support?

Trends 52

Trends Self Service Social Media Knowledge Base 52

Kustomer

NOVEMBER 4, 2020

Brands must stay on top of CX trends. Below are five emerging trends that we predict will shape CX in 2021. Two major trends in AI customer service software that will continue to grow in 2021 are chatbots and virtual assistants. Here’s a closer look at how both technologies can automate business functions and boost CX: Chatbots.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

NICE inContact

DECEMBER 16, 2019

As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition. Are you looking for ways to boost agent performance and improve your customers experience in 2020?

Analytics 156

Analytics Trends Innovation Technology 156

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Optimizing technology. Ahead in using Artificial Intelligence. “91%

Technology 170

Technology Brands Customer Experience Omni-Channel 170

InMoment XI

JULY 19, 2023

Leveraging Data-Driven Insights: Customer experience experts are skilled in analyzing data to uncover patterns, trends, and customer preferences. By leveraging advanced analytics and machine learning techniques, they can make data-driven recommendations that improve business outcomes.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. Investment in data and Technology. What does this mean for Retailers? Change in mindset.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights. Emotion analytics.

Technology 122

Technology Customer Service Contact Center Gamification 122

Comm100

OCTOBER 17, 2023

With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Software 190

Software Chatbots Customer Service Knowledge Base 190

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. Technology has a key role to play, and as contact centers seek to modernize, they need to be thinking about improving both CX and AX. Each, though, will require separate approaches.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

Upstream Works

SEPTEMBER 5, 2019

Omnichannel. It’s important to take the term “omnichannel” with a grain of salt. A channel, to be clear, means a communication vehicle that a customer/member/etc. Other channels might include Email, or Web Chat. So how does this differ from “omnichannel”? Contextual Data, Integrations & Analytics.

Contact Center 60

Contact Center Self Service Trends Technology 60

Oracle

OCTOBER 8, 2018

Fortunately, continuing advances in technology have broken this paradigm. Here are 4 tech trends that broke the traditional field service mold. This trend reduced IT costs while freeing employees to use the tools with which they’re most comfortable. Data analytics. Smarter consumer devices.

Trends 207

Trends e-support Competitive Advantage Video 207