TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Today’s AI-based customer service chatbots still require human intervention to help provide that context, enabling a better understanding of the bigger picture. Enhance human capacity.

Chatbots 95

Chatbots Customer Service Call Center Interaction 95

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Biometrics.

Technology 122

Technology Customer Service Contact Center Gamification 122

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Chatbots solutions are continuously learning and will continue to improve.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. We’ve all been on a bad customer support call before: you call, you wait, you talk to an agent, you wait, you talk to another agent … It’s very unsatisfying.

Contact Center 42

Contact Center Self Service Innovation Report 42

Talkdesk

JANUARY 19, 2017

At the end of the day, contact center jobs are about communicating in the manner that solves a customer’s problems best and new contact center technology has to take that into account. Here are a few predictions about what contact centers (and contact center jobs) will look (and sound) like a year from now.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. Agents need accurate, accessible information from reliable and efficient systems.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? Microsoft declared “ bots are the new apps ” at the BUILD developers conference. These AI services are at the business-friendly extremes of cost and bandwidth, two significant improvements for your contact center.

Chatbots 40

Chatbots Hotels Contact Center Conference 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand.

Trends 41

Trends Technology Chatbots Sales 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Trends 41

Trends Technology Chatbots Sales 41

TechSee

APRIL 24, 2018

DIY unboxing can reduce costly technician visits or call center inquiries, and avoid costly no-fault-found (NFF) returns, which, according to Accenture , accounts for 68% of products returned to the manufacturer. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.

Self Service 116

Self Service Call Center Video Consumers 116

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken. Obviously ‘No’.

Government 89

Government Technology Trends Social Media 89

ShepHyken

NOVEMBER 4, 2022

In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . For example, it can take up to 5-6 weeks to provide training to new agents at a call center. Call Center Scripts for Support Productivity . Self-Service for Timeless Customer Support .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 130

Chatbots Self Service ROI Contact Center 130

Talkdesk

FEBRUARY 13, 2018

In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. Consumers prefer solutions that are quick, convenient and on their terms. 1: Product demos.

Self Service 40

Self Service Contact Center Social Media Software 40

TechSee

FEBRUARY 19, 2019

The company says it’s all about “conversational convenience” throughout the customer journey, using chatbots and voicebots to guide consumers from online shop window to instant checkout and expedited delivery. That where Infinity Mobile comes in. Hall 5 Stand 5E61. Sensory: Speaking your language.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Verint

MAY 1, 2018

“From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans”. Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m. May 1-2; New York City. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. We foresee that Brexit will only continue to fuel this gap.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service Contact Center 40

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 The results indicate that self-installation – the process that enables customers to install home electronic devices without requiring the help of a technician or a contact center – was preferred by 3 out of every 4 survey respondents. According to Gartner, Inc.,

Self Service 95

Self Service Customer Service Company Infographics 95

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. and cloud-based call center offerings.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year? Introduction.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Comm100

FEBRUARY 6, 2018

Comm100’s Enterprise-ready edition offers all this, plus advanced chat allocation, powerful queue management tools, automatic visitor recognition, key performance indicator (KPI) reporting, agent performance evaluation, 24/7 chat volume reports and more. Knowledge base software and call center software also come at additional fees.

Software 105

Software Customer Engagement Engagement Omni-Channel 105