BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. The modern customer journey is complex and constantly evolving.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. billion by 2024.

Contact Center 156

Contact Center Technology Self Service Analytics 156

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

TechSee

DECEMBER 31, 2019

Customer Service will become increasingly AI-driven. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. billion by 2024, up from $220 million in 2019. Voice will be king.

Trends 136

Trends Customer Service Self Service Contact Center 136

SurveySparrow

SEPTEMBER 22, 2021

Not only are fewer customer service interactions handled by humans, experts predict that the chatbot market will grow to be worth more than $1.3 billion by 2024. Chatbots are one of the most cost-effective ways to deliver customer service quickly and impactfully. . Human vs Chatbot Interaction. Interaction Rate.

Chatbots 59

Chatbots Measurement Self Service Metrics 59

Team HGS

JANUARY 9, 2019

the outsourced customer care services market is predicted to be valued at $110 billion by 2024. INTELLIGENCE: Artificial Intelligence (AI) will augment human interaction. Ben Tresham, Operations Director, Hello Customer. Customer Experience. But some would say our industry is hitting its stride.

Trends 40

Trends Self Service Customer Experience Social Media 40