Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Self-service options. Comprehensive inbound and proactive outbound.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

SharpenCX

MAY 27, 2021

Now, customer service research shows more than 82% of customers feel comfortable using digital channels, chatbots, and self-service options. Technology in the service experience is more than just the IVR you punch through at the start of a phone call. Trend #2: Automation is Becoming Mainstream.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Coaching 67

Callminer

DECEMBER 17, 2019

.” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

SmartAction

NOVEMBER 30, 2021

pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. Then came "You can say things like. This is called a directed dialogue approach.

Virtual Agent 84

Virtual Agent Interactive Voice Response Contact Center Customer Experience 84

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. According to Edison Research , 39% of individuals expect a 1-hour response time via social media; however, businesses respond after 5 hours, on average. Another study from Call Centre Helper shares that only 12% of customer service managers focus on responding quickly to customer concerns.

Best practices 64

Best practices Customer Service Contact center software Self service 64

Babelforce

MARCH 9, 2022

Provide self-service options. We’ve all been there — you spend more time than you should searching for the right customer service number, dial in to the call center, and then listen carefully to an IVR. If given the choice, most customers would prefer a self-service option.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Sales 40

TechSee

FEBRUARY 1, 2021

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. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

ijgolding

MARCH 22, 2017

Digital has also helped businesses to reduce the burden on customer executives with the help of self service features. Interactive voice response, chat bots, FAQs etc. This true omnichannel experience also provides a platform for great customer experiences, thereby creating loyal customers and brand advocates.

Customer Experience 81

Customer Experience Interactive Voice Response Contact Center Contact center software 81

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Chat is expected to become more mainstream , while social media is forecast to become an increasingly popular channel for customer service. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

Taylor Reach Group

JUNE 11, 2018

Both statistic demonstrate the importance of the voice channel within the Contact Center. Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. In 2016, 68.6%

Contact Center 50

Contact Center Self service Scripts Call Center 50

NICE inContact

MARCH 10, 2016

Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent. Self-service usage tracks whether or not your customers are using self-service options and can indicate that you may need to revisit your IVR set up. Outbound Dialing.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

Avaya

OCTOBER 27, 2016

Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report. Millennials have higher expectations for service than those 45+ perhaps largely due to their sense of immediacy and highly digital, multi-modal nature.

Customer Experience 69

Customer Experience Contact Center Interactive Voice Response Self service 69

Aspect

FEBRUARY 7, 2018

Ignoring customer service has always been a detrimental business decision. But ignoring customer service trends can be equally devastating. In the 2016 Aspect Customer Experience Index, 67 percent of consumers said a personalized customer service experience was more important than the speed of service.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Outsource Consultants

OCTOBER 9, 2019

75% of consumers prefer getting answers for themselves — build intuitive, self-service processes for better overall customer service. It’s an incredibly versatile channel for customer service outreach, boasting a 99% open rate. Don’t sleep on text. RISE OF THE MACHINES.

Call Center 59

Call Center Call center experience Consulting Consulting 59

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. A retail bank uses Pointillist to track contact resolution across service channels.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

FEBRUARY 13, 2018

First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. between 2015 and 2016.” [ source via here ]. This is replacing what might have been a self-serve web interaction or a self-serve IVR interaction.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Quiq

AUGUST 17, 2021

That’s because, when paired with highly-intelligent conversational automation platforms, messaging channels are empowered to deliver instantaneous, always-on self-service experiences that modern consumers prefer. Facebook’s Messenger service was opened up to businesses in 2016 and, since then, it has surged in growth and adoption.

Customer Service 52

Customer Service Customer Support Self service APIs 52

Aspect

JUNE 27, 2017

We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service , omni-channel customer experience , and proactive outreach. Today, we are continuing with service intelligence. Service intelligence and skill based routing enables companies to do just that.

First call resolution 48

First call resolution Contact Center Self service Call Center 48

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. It’s a relatively new model, equipped with sophisticated sensors that automatically alert the manufacturer if the appliance needs service.

Contact Center 53

Contact Center Analytics Self service Wireless 53

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. The average customer service rep salary in the US is around $35k per year.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Aspect

JULY 12, 2017

As a side note: to me, this is the number one reason why IVR systems so often disappoint. Context awareness is critical for a customer service chatbot. Without it, users will read “ I’m sorry, not sure what you just asked ” a little too often… a mistake made frequently with the early bot implementations we saw in 2016.

Chatbots 113

Chatbots Customer Service Interactive Voice Response CRM 113

DMG Consulting

JANUARY 8, 2018

2018 will be the year of driverless cars – circa 2016. The call center world hasn’t escaped its share of sensational claims, which include: Voice response units (VRUs, predecessors of the IVR) are going to replace the need for live agents – circa 1980s. probability. probability. probability.

Contact Center 48

Contact Center Analytics Consulting Consulting 48

DMG Consulting

MAY 15, 2018

As of the end of 2016, DMG estimates that the revenue size of the cloud-based contact center infrastructure market (excluding carrier revenue) was at least $2.8 The market leaders will begin a major round of innovation to build “smart” and personalized contact center and self-service solutions. MARKET BENEFITS AND POTENTIAL.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Avaya

MAY 24, 2016

billion in 2016 , to $41.5 To determine how many customers opt out of the IVR after 6 p.m. on a weekday, run an IVR report. And this is 2016. Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 But why now?

Analytics 40

Analytics Enterprise Interactive Voice Response Revenue potential 40

Enghouse Interactive

APRIL 28, 2019

Operational areas that would benefit from automation: scheduling of Agents, secondary agent coverage for back-up, improved self-service ongoing coaching and support, interaction recording and agent evaluation (scoring), and customer satisfaction surveys. Zion Market Research 2016. Dimension Data 2019 report.

Quality management 40

Quality management Management Scripts Call flow 40

Aspect

JUNE 22, 2017

Just like an IVR integrated with the contact center would in the world that I’m sure Apple would love to call the “old world”, Business Chat lets you signal the reason for contact (they call it “Intent”), and the skill group or queue needed to handle the inquiry (they call it “Group”). Contact Prequalification and Authentication. Not so here.

Contact Center 66

Contact Center Chatbots Interactive Voice Response Marketing 66

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Solvvy

DECEMBER 16, 2019

Replacing human customer service agents with IVR technology: Bad idea. One of the earliest forms of AI customer service to come mainstream is interactive voice response (IVR) technology, in which a computer recognizes the customer’s natural speech or touch tone and uses it as a prompt for their next action.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48