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Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z Has Arrived.

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Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone.

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100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. Worldwide, 67% of people believe that customer service as a whole is improving. Millennials Today.

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Customer Service in the Digital Age

CSM Magazine

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. For instance, an employee can be a stockholder; a supplier can be an employee or customer; and government officials can also be consumers.

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The Definitive Guide to Chat Bot Strategy

Bold360

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. 64% are annoyed by employees or self-help services that fail to answer their questions.