BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. billion by 2024.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. You’ll learn how to use technology to support voice-of-the-customer strategy and how to staff your team for success. How to Measure and Build the Business Case for Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

Lumoa

SEPTEMBER 30, 2022

This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Likewise, consumers react extremely well to short holding times when calling customer service and prompt email replies. . Modern consumers are also extremely self-sufficient.

Banking 236

Banking Customer Experience Self Service Financial 236

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. billion across the 4,500 retail websites tracked by Adobe Analytics. Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush.

Retail 136

Retail Self Service Wireless Consumers 136

SurveySparrow

SEPTEMBER 29, 2019

According to Forbes, ‘Improving revenues using BI is now the most popular objective enterprises are pursuing in 2019’. A well-designed business intelligence software with progressive dashboards, visualizations, and analytics will help you go a long way. Here are our top ten picks for the best business intelligence tools for 2019. #1

Tools 73

Tools Self Service Analysis Analytics 73

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. Emotion analytics.

Technology 122

Technology Customer Service Contact Center Gamification 122

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Our expectations have risen, and we all want the same seamless service from a council as from an ecommerce retailer, so whatever sector you are in, you are judged against the best.

Conference 76

Conference Self Service Fashion Ecommerce 76

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

TechSee

OCTOBER 31, 2018

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. TOBi to handle a range of customer service-type questions. “Alexa, launch Netflix!”. Predictive maintenance.

Industry 100

Industry Telecommunications Trends Self Service 100

Oracle

AUGUST 13, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. What are the trends and technologies in the public sector and what results are being achieved?

Industry 47

Industry Self Service Government Healthcare 47

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. Michael discusses how, in 2019, customer experience (CX) will be king.

Trends 40

Trends Self Service Customer Experience Social Media 40

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. They want to be free of the technology refresh cycle to more quickly adapt and innovate. The overwhelming majority of organizations are now leveraging some form of AI in this area of business.

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Hero Digital

DECEMBER 19, 2018

Hero Digital, an independent customer experience agency, is one of the many technology partners that utilize the Sitecore platform for their digital experience. Last year, Kristine held a session on “ Why Aren’t You Using Sitecore Analytics ” which she re-did this year because of the popularity and positive feedback she received.

Analytics 40

Analytics Self Service B2B Financial 40

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. On average they use email for 27% of these interactions, followed by web self-service, telephone and social media (17% each), with contacts made through chat and chatbots standing at 11%.

Self Service 76

Self Service Knowledge Base Insurance Social Media 76

Avaya

JUNE 26, 2019

Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019.

Contact Center 63

Contact Center Self Service Banking Policies 63

C3Centricity

NOVEMBER 4, 2020

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. AI IS NOT ONE TECHNOLOGY. It is simply a series of technologies addressing various current and future customer needs. One area that will certainly need a tremendous amount of human input is in speech analytics.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. Coveo uses AI and intelligent search technologies to personalize millions of digital experiences for customers, partners, dealers, and employees. 35% Fewer Escalations.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Solvvy

OCTOBER 23, 2020

Leading mobile-ticketing platform, Seatgeek , realized the benefits of Solvvy’s chatbot technology after a rapid spike in users and, thus, customer support needs. While ticketing issues can be complex, Solvvy’s next-gen chatbot facilitated a 35% self-service rate and addressed 70,000 annual customer inquiries.

Ecommerce 48

Ecommerce Chatbots Self Service Customer Experience 48

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Advanced technologies. Telcos are increasingly investing in advanced technologies to reduce their churn rates.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Magellan Solutions

JULY 29, 2021

Once a technological possibility for some industries, the reality is disrupting sectors across markets globally and affecting all aspects of our lives. . The Asian Development Bank predicts that by 2030 AI and similar technologies could displace 286,000 workers or almost a quarter of the people in the telemarketing call center Philippines.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

CSM Magazine

AUGUST 5, 2020

and amazingly, it costs only 15p for web self-service. These statistics tell us that self-service really is the way to go, taking pressure off busy contact centres by deflecting the most common calls away from human agents. In 2019, the team at EBI.AI

Government 52

Government Self Service Chatbots Automotive 52

Eptica

OCTOBER 31, 2018

It is important to support them with the information, processes, and technology they need to deliver fast, accurate and consistent answers. Other public sector organizations, such as Birmingham City Council (BCC) are using AI-powered technology to help agents respond to email. The importance of trust to customer experience in 2019.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Think Customers

OCTOBER 20, 2021

Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. A successful brick-and-mortar retailer understands the need to provide relevant and impactful experiences into their everyday interactions, through technology, people, or both.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52

Eptica

JULY 21, 2019

Date: Wednesday, July 31, 2019 Author: Pascal Gauvrit - CTO Why the future of customer service is AI and humans together. Published on: July 31, 2019. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants.

Customer Service 58

Customer Service Self Service Chatbots Analytics 58

West Monroe

MAY 31, 2019

Last year, I wrote about conversational interfaces and how they have the potential to disrupt business and technology paradigms over the coming years. While a chatbot or virtual assistant may not be appropriate for every interaction or use case, these tools can work especially well in a number of areas: Customer support and self-service.

Banking 40

Banking Financial Self Service Chatbots 40

Martin Hill-Wilson

JANUARY 29, 2016

Right now I can see three genuinely transformational technologies on offer for forward thinking contact centres. The first is Interaction Analytics which provides credible evidence of what goes on day in day out. The third is Intelligent Assistance – a hybrid experience for customers that sits between live assistance and self service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Team HGS

MARCH 6, 2019

This HGS ebook covers 11 trends, from those in self-service, mobile service, messaging, and social media, to artificial intelligence, robotic process automation and analytics. In 2019, more than ever before, customer experience (CX) will be king. Wed, 03/06/2019 - 17:22. Customer Experience.

Trends 40

Trends Meeting Self Service Multi-Channel 40

Eptica

MAY 6, 2020

For example, using Voice of the Customer analytics to better understand and respond to customers as well as putting in place systems and processes to embrace new channels such as video meetings , which offer a more personal interaction. In the 2019 study, three banks offered email, but none responded to emails successfully.

Banking 79

Banking Customer Service Social Media Self Service 79

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. According to TSIA , the dynamic engagement model “allows free flow of resources and assets throughout the lifecycle of the customer’s relationship with your technology and services.”

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

Eptica

MARCH 11, 2020

Les jeunes générations sont moins friandes de l’appel et privilégient les solutions de self-service. Le canal voix maintient un lien humain avec le client qu’il convient de conserver voire même de développer avec des technologies complémentaires telle que la vidéo. Faut-il craindre sa disparition ?

Self Service 75

Self Service Call Recording Communication Analytics 75