Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

TechSee

OCTOBER 9, 2018

Millennial consumer attributes. According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. Specialization. Machine Supervisors.

Self Service 109

Self Service Virtual Agent Contact Center Call Center 109

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change. Why Computer Vision AI is central to call center automation.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

TechSee

APRIL 21, 2021

consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI Call Center Solutions that Drive Value. AI-Driven Agent Decision Support.

Call Center 136

Call Center Self Service Innovation Contact Center 136

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Consumers have already accepted chat! It’s a great way to move them to chat with a live agent.

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

Interactions

JUNE 25, 2020

The pandemic has accelerated the shift in consumer behavior. It takes decades to change consumer behavior, but this pandemic has done it in a matter of weeks. It has forced consumers to put aside whatever hesitations they had with online shopping and embrace it with both arms. Virtual Agents can help.

Self Service 71

Self Service Virtual Agent Customer Journeys Contact Center 71

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Changing Consumer Behavior. This month, we investigated just how much consumer behavior has changed since the pandemic.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Interactions

MAY 6, 2022

In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . Today’s consumers are busier than ever.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

Interactions

JULY 29, 2020

While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents. ” These routine transactions include checking on account status, modifying service, or making payments.

Self Service 71

Self Service Contact Center Virtual Agent Call Center 71

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. What’s a chatbot?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. Can we Evolve Customer Experience to Keep Pace with Changing Consumer Habits?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. No longer would they tolerate endless hold times, obtuse service agents, or handoffs.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Verint

APRIL 3, 2017

There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. billion users and almost all consumers are armed with smartphones. Rightly so! Facebook itself has approximately 1.8

Self Service 29

Self Service Virtual Agent Chatbots Consumers 29

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Virtual Customer Assistants. An increasing number of customers are demanding self-service options.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. The first step is to enable Amazon Lex V2 integration with Genesys Cloud. Configure Archy.

Virtual Agent 68

Virtual Agent Call Flow Self Service Contact Center 68

TechSee

NOVEMBER 19, 2019

The main purpose of the traditional IVR system is to act as a self-service option that enables customers to help themselves to quick solutions, while increasing the containment rate by avoiding transfers to live agents, thereby freeing them up to handle more strategic or complex enquiries.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

UJET

MARCH 22, 2021

Changes in Consumer Behaviors. Today, we see smartphones in the hands of over 80% of consumers, we spend on average more than 5hrs / day on our phones. The second significant change to consumer behavior is a little more recent. It’s about the service you provide and the availability of that service. 5hrs / day.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. In fact, an organization debating whether to use a cloud service or an on-premise solution must first assess its true needs. What are the types of call center technologies?

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

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

Kustomer

JUNE 27, 2022

In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success. Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

ProProfs Chat

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. 67% of customer service interactions can be handled by a dedicated community of core customers.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102