datastax

JULY 11, 2019

Cloud technology has come a long way since computer scientist John McCarthy proposed the idea of computation being delivered as a public utility back in the 1960s. . Here are the four cloud technology trends to watch out for—this year, next year, and for many years to come. . billion this year, growing 17.3% from the $175.8

Trends 92

Trends Technology eBook Government 92

Comm100

MAY 13, 2020

The solution that you choose should have a comprehensive console to receive omnichannel interactions. No matter which channel your customer reaches out from, you will have to assign this communication to an agent. This allows them to interact with their web browser to walk them step-by-step through an issue resolution.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

BlueOcean

APRIL 30, 2021

In the excitement of emerging technology and the rush to accommodate every customer, many companies have responded to this type of data by adding more and more channels. A mid-pandemic study from Noble Systems saw 29% of companies with increased IVR use, 26% with increased live chat use, and 44% with increased email communication.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 . of companies are expected to incorporate customer self service technology. What is Customer Self Service? What is Customer Self Service? By 2025, 50.7%

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

TechSee

DECEMBER 17, 2019

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. Research has shown that 96% of those who go through a high-effort interaction become more disloyal compared to just 9% who have an effortless experience.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

Kustomer

JUNE 7, 2023

CS generally refers to the direct interaction between the customer and the organization. How the bank or the firm handles that interaction is customer service. Although they are not in direct communication, these indirect experiences build an overall perception of the organization. It’s time to start communicating with them!

Financial 98

Financial CRM Banking Effort Score 98

Uniphore

SEPTEMBER 9, 2021

Advancing this field will be crucial to furthering machines’ ability to understand language and human interaction. It helps machines interpret spoken and written communication and determine the intent behind human interaction. Army is utilizing AI to enhance the technology development of unmanned aircraft and wearable devices.

Healthcare 100

Healthcare Chatbots eBook Innovation 100

Interactions

MARCH 11, 2022

Customer service is sometimes used as a catch-all term to describe customer communication with a brand. How does technology fit in? When a brand is looking to implement technology to improve the customer experience, like we mentioned before, many brands mistakenly only focus on customer service. Why does it matter?

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Inbenta

MARCH 30, 2021

Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer experience. What is customer service automation and what benefits does it provide?

Self Service 136

Self Service Customer Service Marketing How To 136

Kustomer

JUNE 7, 2023

Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. Think about the last really good or really bad experience you had when interacting with a brand. Customer experience is inclusive of any aspect of a business that affects how a customer feels.

Trends 84

Trends Self Service Customer Experience e-support 84

Interactions

FEBRUARY 4, 2022

Technology has come a long way. It’s wild to think that now we have more advanced technology to do all those things (and more) on a device that can fit in our pocket. . It’s wild to think that now we have more advanced technology to do all those things (and more) on a device that can fit in our pocket. . Flipping the model.

Contact Center 62

Contact Center eBook Social Media Insurance 62

Interactions

SEPTEMBER 30, 2021

With a patient-centric approach, technology is required to support quality experiences at scale. Conversational AI can improve patient experiences, but without channel strategy, the technology can fall flat. Create Access to Ideal Patient Communication. How can Conversational AI improve patient engagement?

Self Service 62

Self Service Healthcare How To Virtual Agent 62

Beyond Philosophy

APRIL 4, 2024

You might have heard stories where two people are communicating on one of them, sometimes for a long time, and then, out of nowhere, one of them stops. Technology enables ghosting. With many online relationships, it’s easy for someone to terminate communication comprehensively and irrevocably. sounds astonishing.

How To 60

How To Fashion Communication eBook 60

TeamSupport

SEPTEMBER 7, 2018

Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions. Click here to download our eBook on the influence of reporting and metrics in B2B customer support!

Customer relationships 136

Customer relationships Net Promoter Score eBook B2B 136

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. This human-machine alliance can fully automate certain communications where the customer interacts with the brand through chatbots and other AI tools.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

Interactions

FEBRUARY 20, 2020

Like all true transformations, adapting businesses communication to better meet customers where they are requires a focused effort, but will also result in significant ROI- both in customer experience and financially. If you’re ready to take a deep dive, we recommend checking out our eBook on achieving CX success with Digital Transformation.

eBook 93

eBook ROI Chatbots Customer Journeys 93

Beyond Philosophy

FEBRUARY 15, 2024

Often, the language customers use in their interactions will give you clues as to how they feel. Like your employees who pick up on words and phrases intuitively, AI will hear signals in customers’ communications, their comments on social media, the number of times they call the call center, the type of call it is, and other details.

Connections 88

Connections Loyalty Brands How To 88

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. How can banks promote security within a Conversational AI application?

Banking 62

Banking Self Service Virtual Agent eBook 62

Playvox

OCTOBER 12, 2022

Be patient and provide support for success with their customer interactions. Communicate More Often Than You Think You Should. According to the Playvox research findings, managers and customer service agents agree that better communication equals better engagement. Remember that better communication is two-way.

Contact Center 76

Contact Center Management How To eBook 76

Gainsight

APRIL 4, 2023

Technology can be a force multiplier when it comes to helping people and businesses perform at higher levels. However, whether you’re adding capabilities or eliminating extra steps in a process, technology always brings about some sort of change.

Management 52

Management Leadership Customer Centricity eBook 52

Interactions

JULY 29, 2021

Interactions recently surveyed 1,100 U.S. Brands must look at what customers really want and remove pain points from interactions. What consumers want (and don’t want) in a customer service interaction. Even newer technologies like chatbots can trap customers in the same never-ending loop. Here’s what we found.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Inbenta

JANUARY 17, 2022

In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks. Consumers upgraded their home technologies and even those who had been warier of using digital services sought and purchased services on their mobile phones. 9 Customer Service Trends for 2022: 1.

Self Service 98

Self Service Trends Customer Service Chatbots 98

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Learn more about building customer loyalty in this ebook. Make sure everyone is on the same page by over-communicating when necessary.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry. CSAT is measured through a Likert scale question.

Financial 98

Financial Company Customer Service Tips 98

Playvox

JANUARY 30, 2024

Gamification works because it brings fun and interactivity into the workplace, where tasks, training, and activities are often lacking in keeping employees interested and motivated. Some examples include: A large technology company uses riddle game techniques to attract skilled job candidates. Why Gamification? Celebrate agent success.

Gamification 79

Gamification Contact Center Training Feedback 79

Interactions

OCTOBER 7, 2021

The reason is that there are so many pieces in the customer service equation, such as technology, live agents, and back-end systems. For example, the technology could be outdated, agents have bad days, and there could be integration issues. There can be many factors that can contribute to an inefficient customer service interaction.

Self Service 62

Self Service Customer Service Contact Center Tips 62

Interactions

JANUARY 8, 2020

With the rise of technology, customers have become more accustomed to doing things quickly and effortlessly. It’s no doubt that technologies, such as Conversational AI, will be used. But more important than what technology is being used, is how the technology is being used. The Next Year in Customer Experience.

Trends 77

Trends Customer Experience eBook Policies 77

Interactions

FEBRUARY 10, 2022

There’s a lot of promise in the technology world. In self-service automation technology, voice is the most difficult yet the most important piece of the puzzle to get right. If you’re working with a vendor to implement self-service technology, voice should be a top priority. To learn more about optichannel, check out this eBook.

Omni-Channel 62

Omni-Channel Self Service Contact Center eBook 62

CSM Magazine

APRIL 15, 2021

Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. For more information and insights, download Calabrio’s Recovery Accelerator Kit EBook. Turn Contact Centre Representatives Into Brand Ambassadors.

Gamification 52

Gamification eBook Multi-Channel Brands 52

Playvox

DECEMBER 21, 2022

Not being in the same space as your agents means you have to go the extra mile to keep team communication, training, and motivation running smoothly. Communication. In our study, communication was a hot topic among agents. Related eBook: 9 Contact Center Metrics Essential for Success. Motivation.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

BlueOcean

OCTOBER 22, 2020

Tight communication between all stakeholders (trainers and trainees) and support functions (hello, IT, we’re looking at you here) is essential. In the remote environment, where more factors are outside of your control, trainers need to expect the unexpected – especially regarding potential technology issues. Communication is key.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

Interactions

MAY 14, 2020

One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. You can be the most secure company in the world, but if your consumers don’t know about your security, they won’t feel comfortable using your technology. Changing Consumer Behavior.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Kerry Bodine

JANUARY 23, 2017

When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several couldn’t wait to tell me about the maps they’d developed themselves. How must existing interactions evolve? Make the business case.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Interactions

JULY 9, 2020

Keep your agents updated with constant communication. This may seem simple and straightforward, but good communication is essential for any successful relationship. It is especially important in situations where new technology is being implemented to ensure there are no fears or misconceptions–especially around people’s jobs.

Contact Center 71

Contact Center eBook Training Communication 71

Quadient

OCTOBER 1, 2021

The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Empowered to focus on the right high-value interaction at the right time, employees’ own empathic experience will drive CX excellence.

Trends 52

Trends Customer Journeys Customer Experience eBook 52

Quadient

AUGUST 17, 2021

The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Specifically, experts emphasize data's power to shape hyper-personalized experiences—not just communications. Andrea Haughton.

Data 52

Data Customer Journeys Customer Experience Fashion 52