TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted.

Chatbots 95

Chatbots Customer Service Call Center Interaction 95

Stella Connect

JULY 11, 2017

In our previous post , we outlined practical solutions for managing call center traffic. Banishing long wait times and confusing, irritating IVRs is a must for every brand. In 2017, “superhero” customer service may be the most powerful brand advantage.

Call Center Solutions 40

Call Center Solutions Call Center Policies Training 40

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

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Longer wait times equal a more expensive phone bill, meaning that cutting staff may actually end up costing more than it saves. This is especially true for phone assistance.

Chatbots 130

Chatbots Self Service ROI Contact Center 130

ProProfs Chat

JUNE 14, 2019

46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. In 2017, 64% of customers in the United States connected with some form of customer service. The average wait time for a response on social media is nine hours.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. They’ve removed over 4 million hours of customer wait time and cut service costs by more than 80 percent.

Examples 75

Examples Self Service Wireless Call Center 75

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

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