Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 163

Trends Customer Service Chatbots Omni-Channel 163

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Trends 98

Trends Industry Customer Service Chatbots 98

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

CSM Magazine

SEPTEMBER 12, 2023

Agents are often the only human connection brands have with their customers and prospects. Likewise, agent jobs are only getting tougher due to the limitations of automated chatbots, leaving agents to solve more complex problems. Zenarate AI Coach is the “flight simulator” for customer service agents.

Training 59

Training Telecommunications Marketing Contact Center 59

Magellan Solutions

JULY 14, 2021

Another is customer service skills. Basic call centre services are responsible for 50-60% of customer contact operations. But demand for such services was already under pressure. This is because of artificial intelligence-powered chatbots even before the pandemic. This is in comparison to just 53% in 2016.

Call Center 52

Call Center Comparison Roadmap Healthcare 52

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

Software 98

Software Tools Customer Service Self Service 98