Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. The technology’s growth in the current year has been coming for some time now and is expected to influence contact centers massively.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Kayako

JANUARY 24, 2018

We predict it’s the technology they choose that will reflect how close they want to get to their customers. Self-service will become a form marketing. Self-service will become a form marketing. In 2016 one study found that 75% of companies said their top objective was to improve customer experience.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes.

Self Service 120

Self Service Contact Center Trends Connections 120

Forcivity Salesforce

APRIL 1, 2022

Effective customer experience management in financial services can elicit loyalty in customers, which increases customer retention, customer lifetime value, and overall revenue as well as improves customer relationships. Digital natives expect there to be easy-to-use fintech available to them through their financial services provider.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Self Service 95

Self Service Chatbots Case Study Study 95

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Bold360

MARCH 9, 2017

Technology has progressed astronomically in the last decade, and its ripple effects are felt in every business, in every field. Recent studies found that up to 89% of consumers worldwide expect an efficient self-service application on company’s websites , and this becomes the bare minimum going forward.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

ShepHyken

MAY 30, 2016

Technology (includes automation, robots and digital) or human. More and more customers are accepting and actually hoping for self-service solutions and other types of automation. But, there always has to be a human to back up the technology. Customer service and experience are becoming the most important way to compete.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

TechSee

JUNE 5, 2018

With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent.

Trends 116

Trends Self Service Chatbots Technology 116

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Self Service 48

Self Service Customer Service CRM Contact Center 48

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace.

Self Service 132

Self Service Analytics Call Center Report 132

TechSee

MAY 15, 2018

In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. Steps to overcome obstacles to adoption.

Analysis 111

Analysis Marketing Self Service Wireless 111

Solvvy

DECEMBER 16, 2019

Replacing human customer service agents with IVR technology: Bad idea. One of the earliest forms of AI customer service to come mainstream is interactive voice response (IVR) technology, in which a computer recognizes the customer’s natural speech or touch tone and uses it as a prompt for their next action.

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

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

Tricia Morris

JANUARY 26, 2016

As we start talking about self-service, virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more.

Self Service 49

Self Service Customer Service Trends Customers 49

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Reading through the results, six key conclusions stand out: 1.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Showing the progress of the technology Facebook recently launched a chatbot that brands can use over Messenger, with companies such as Pizza Hut and American Express among the early adopters.

Chatbots 48

Chatbots Self Service Company Contact Center 48

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Trends 107

Trends Industry Telecommunications Chatbots 107

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. Insurance, Mobile, Multichannel Customer Service, Self-service.

Insurance 48

Insurance Self Service Transportation Policies 48

Tricia Morris

MAY 2, 2016

Increasingly rare is the employee who holds a wealth of corporate, product, service and customer knowledge in his or her head gained through years of training, learning and experience. Employee Self-Service. Technology should be used to engage people and that’s what we do at Metro Bank. The question is can they find them?

Self Service 40

Self Service Customer Service Banking Customers 40

BlueOcean

FEBRUARY 14, 2018

The goal for at least 56% of multimedia and technology companies is to integrate AI and customer service into their contact centers. And finally, you need 2020 metrics – not 2016 metrics. The good news is: AI is already transforming the way customers can resolve the easy interactions without the help of a live agent.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers. 47% said they were willing to pay more for better customer service.

Self Service 48

Self Service Customer Service Knowledge Base Social Media 48

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

OCTOBER 4, 2017

In particular, the rise of artificial intelligence (AI) is poised to transform customer service, and now is a good time to look at the opportunities and threats it provides to the sector. Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Take communications in business.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. Real-Time Support.

Chatbots 48

Chatbots Technology Customer Service Management 48

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. Share this page on: Tweet.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Tricia Morris

OCTOBER 19, 2015

According to a newly published report titled Buying Intentions – CRM from Nucleus Research, service is a becoming a key CRM investment for more and more executives. The report finds that CRM buyers are budgeting for 2016 now, and projected 2016 CRM spend will be up 22% over 2015.

Self Service 40

Self Service Wireless Customer Service CRM 40

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Offer self-service options. Customers increasingly prefer self-service options anyway. Telecom fraud may also be costing you money.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Tricia Morris

JULY 13, 2015

Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. where the product or service benefits all sides. Think Like Your Customers. Better Yet, Ask Your Customers.

Self Service 40

Self Service Tips CRM Social Media 40

CCO Council

OCTOBER 28, 2017

A recent HBR article described a 2016 study examining the forecast rate of digital disruption. 57% of Technology execs expect moderate or massive digital disruption. 57% of Technology execs expect moderate or massive digital disruption. Where are you at?

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Within the contact center team the same applies – you are likely to have a high proportion of Millennials working in customer service, so structure your policies and processes accordingly. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48