Lumoa

JUNE 23, 2021

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Nicereply

JUNE 20, 2019

Self-Servicing. Self-Servicing is now the standard; specifically, with generation z and millennials. Previously, it was permissible to deal with customers over the phone for every issue they have, however that’s so 2008. Voice-enabled tech, chatbots, and virtual shopping assistants are where it’s at.

Marketing 77

Marketing Chatbots B2C Self service 77

TeamSupport

JANUARY 9, 2024

Customer interactions expanded to email and web-based platforms: Companies began using email for customer communication, and websites provided self-service options and FAQs. Fun fact: TeamSupport was founded in 2008! Salesforce, founded in 1999, is one of the most well-known and widely used CRM platforms today.

Customer Support 59

Customer Support Technology CRM Chatbots 59

CSM Magazine

OCTOBER 20, 2020

With many contact centres unable to operate effectively with a remote workforce and handle increasing contact volumes, the strategy of moving legacy technology to scalable, flexible cloud platforms and adopting voice and text chatbots has raced up the CEO agenda.

Engineering 52

Engineering Consulting Consulting Enterprise 52

Lumoa

JUNE 14, 2023

Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. For example, in 2008, they launched ‘ My Starbucks Ideas ‘ – an online platform where customers could submit their requests and suggestions. Avoid letting an unaddressed issue fester for days or even hours.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That will shift in 2016, as self-service will become a critical factor in any successful multi-channel strategy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business.

Chatbots 40

Chatbots Coaching Self service Best practices 40