Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

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. InMoment’s conversation analytics software offers a solution by expediting the process and delivering enhanced results.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces. Now, it’s about being one step ahead.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

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 Self Service Customer Service Competitive Advantage 159

Beyond the Arc

DECEMBER 20, 2021

And companies in technology, financial services, logistics, and [.]. The post 6 fintech and technology trends that will redefine CX in 2022 appeared first on Beyond the Arc. We won’t just dust off old habits, even for workers who finally return to the office.

Trends 145

Trends Technology Financial Company 145

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 206

Trends Customer Service Chatbots Omni-Channel 206

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

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. As we look ahead, 2022 promises, even more changes for the financial services industry.

Financial 225

Financial Trends Customer Experience Chatbots 225

InMoment XI

FEBRUARY 8, 2024

Improved Agent Productivity Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. Conversational Analytics Conversational analytics utilize advanced technologies to analyze spoken or written conversations.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. What CX trends do you see emerging this year? 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. 2016 Answer. 2017 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

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

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

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

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Analytics will drive hyper-personalized experiences. The growth of remote working will continue to be driven by smart technologies and digital transformation. As 2019 comes to a close, they must better prepare for the new decade and beyond.

Trends 136

Trends Customer Service Self Service Contact Center 136

Uniphore

JANUARY 21, 2022

Advanced technology is making change possible. On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. AI-powered analytics optimize patient and member services. But does it have to be?

Healthcare 147

Healthcare Analytics Self Service Consumers 147

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

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 Analysis Feedback 208

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

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

Totango

NOVEMBER 27, 2023

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. Analyzing extensive datasets to forecast trends. Market presence: Revenue and number of customers.

Report 91

Report Trends Customer Success Self Service 91

Magellan Solutions

JULY 21, 2023

Outsourcing allows businesses to enjoy advantages such as: Specialized expertise Access to the latest technologies Streamlined business processes Cost saving Increased efficiency and productivity Flexibility Focus on core tasks Selecting the right outsourcing partner can help companies improve efficiency and optimize business processes.

Trends 94

Trends Healthcare Innovation Analytics 94

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX. You need technology that can sort them out.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 194

Technology Analysis Data Consumers 194

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

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

CSM Magazine

FEBRUARY 7, 2024

Numerous trends from the previous year will persist and exert influence on the talent and recruitment domain. Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

NICE inContact

JANUARY 24, 2021

This shift will likely continue as we settle into the new normal and will impact two of the key factors in how we Work from Anywhere: people and technology. Discover the seven emerging and developing trends that will continue to change the way contact centres work in 2021 and beyond.

Contact Center 206

Contact Center Trends Course Industry 206

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

Clarivate

APRIL 3, 2024

Technology plays an important role in transferring institutional knowledge, capturing information that otherwise would walk out the door when people retire. The role of data and analytics The panelists all agreed that intellectual property data and analytics are becoming increasingly central to the IP profession. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

TechSee

NOVEMBER 20, 2018

Solution: Two New Technology Trends. Utilizing both advanced data analytics and innovative AR remote assistance technology yields a highly efficient solution for customer service operations that directly reduces the need for truck rolls. Data Analytics: From reactive to predictive response. Better CX at lower cost.

Innovation 153

Innovation Technology Self Service Call Center 153

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 72

Trends Marketing Video Consumers 72

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