CX Global Media

JULY 1, 2017

This was the buzz at the 2017 ICMI Contact Center Expo. This event was in Long Beach, California last year and moved to Orlando, Florida for 2017. This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. Justin Robbins share a preview and insight into the 2017 ICMI’s Contact Center Expo Conference.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. But for all the good that AI and chatbots offer in customer support, there are also challenges. Who will be fixing the issues related to AI and chatbots?

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Modern Thinking for Customer Experience Indexes by Lynn Hunsaker.

Customer Service 252

Customer Service Chatbots Customer Experience Personalization 252

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The post 5 Top Customer Service Articles For the Week of January 23, 2017 appeared first on Shep Hyken. However, there is an argument for the old-fashioned personal touch via the telephone.

Customer Service 149

Customer Service Self service Customer retention B2B 149

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating.

Customer Service 273

Customer Service Chatbots Contact Center Metrics 273

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. Chatbots are Maturing.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. It was the chatbot on the other side replying with ‘0′ defection rate. Shep Hyken. Consistent innovation is the greatest invention for all generations.”.

Government 236

Government Technology Benchmark call center software 236

ShepHyken

AUGUST 7, 2017

Chatbots: Should you waste your time? Ignite My Company) Although chatbots have been around for a while, within the past year there’s been a surge in interest and usage. My Comment: Chatbots are a hot topic. This particular article focuses on the Facebook Messenger chatbot and marketing. by Neal Dlin.

Customer Service 151

Customer Service Chatbots Customer Care B2B 151

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘

Customer Experience 273

Customer Experience Big data Technology Chatbots 273

ShepHyken

JANUARY 27, 2017

2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. However, if you’re working for a large organization that receives hundreds of customer service tickets a day, use an automated chatbot.

Technology 244

Technology Customer Service Management CRM 244

ShepHyken

NOVEMBER 29, 2021

4 Ways Chatbots Help for CX Smooth Sailing This Holiday Season by Bob Grohs. My Comment: Chatbots are becoming more and more popular as a way to scale customer support and give customers the answers they need in a quick and efficient manner. And of course, the main focus of that strategy should be on CX.

Customer Service 229

Customer Service Chatbots B2C B2B 229

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. PwC, 2017). more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

Callminer

FEBRUARY 23, 2021

In 2017, Microsoft uncovered most people contact a company using three separate channels.” Chatbots will continue to grow in prevalence. “Chatbot-powered customer service is here to stay, and this year we will witness its evolution and expansion. Customers want a variety of channels to contact your agents.

Call Center 376

Call Center Technology Banking Contact Center 376

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the healthcare industry. Contents: Introduction.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

ShepHyken

DECEMBER 8, 2017

For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. Use Technology for Self Service. Adopt a contact center technology which empowers the customers.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

ShepHyken

FEBRUARY 26, 2018

tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Chatbots and AI can’t do everything… yet. I have added my comment about each article and would like to hear what you think too. by Scott Kendrick. That’s a big gain in three years!

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Today’s AI-based customer service chatbots still require human intervention to help provide that context, enabling a better understanding of the bigger picture. Enhance human capacity.

Chatbots 95

Chatbots Customer Service Customer centricity Customer Care 95

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? And this is where chatbots can help. RFPs for chatbots have arisen in verticals as diverse as banking, government, healthcare, and retail. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 91

Education Chatbots Wait times Surveys 91

CX Global Media

JULY 2, 2018

Sharpen’s really proud of this that looking through 2017 and the first quarter of 2018 that our average Global MOS Score was 4.4. By leveraging machine learning to automate interactions with customer’s by removing those really easy questions that chatbots are able to solve for, it kind of put more stress on agents and supervisors.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Modern Thinking for Customer Experience Indexes by Lynn Hunsaker.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

Contact Center Pipeline

JUNE 2, 2017

I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I attended the ICMI Conference and Expo in Orlando, Fla., It was a great event. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].

Contact Center 100

Contact Center outsourcing Chatbots Surveys 100

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Chatbots or conversational AI. When people talk about conversational AI, they’re usually referring to chatbots. As we discussed, the next contact center AI tool for most companies is a chatbot.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Bad Bots- I shared the stage with Jeff Toister , Leslie O’Flahavan , and Peter McGarahan to debate the pros and cons of chatbots. Click here to read the original.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Cyara

JULY 14, 2022

Chatbots have come a long way. And, while bots could only manage 20% of customer chats from start to finish in 2017, they were completely handling nearly 70% of calls in 2019. A Little Empathy Goes a Long Way. Usage of this technology, which once handled only a small portion of customer interactions, is growing at a rate of 22.5%

Chatbots 67

Chatbots Technology Management 67

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? Much is being said and written about chatbots and other support tools that leverage the power of artificial intelligence and specifically machine learning. In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact.

Coaching 60

Coaching Contact Center Chatbots SaaS 60

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). We analyzed articles about contact center trends in 2017 from each of them, and here are the trends most experts agreed on: Omnichannel. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

LiveChat

NOVEMBER 27, 2018

If you take a look at Google Trends to see when the phrase “chatbot” was trending, you will quickly notice that the interest started to grow in 2016 to reach its peak in September 2017. September 2017 was the month when our Support Heroes’ team decided to implement chatbots into their workflow for the first time.

Chatbots 71

Chatbots Customer Service Education Accountability 71

Provide Support

FEBRUARY 8, 2018

AI Chatbots Vs. Human Powered Live Chat. In fact, chatbots are already dramatically changing the way customer service is provided in various industries. According to a recent report by Grand View Research, the global chatbot market is expected to reach $1.23 © 2003 - 2017 Provide Support LLC. Read more.

Chatbots 63

Chatbots Customer Service Enterprise Surveys 63

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. AI Will Take a Back Seat.

Customer Service 51

Customer Service Benchmark Multichannel Airlines 51

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. From building chatbots to improving agent engagement, there was a wide variety of topics covered and read over the year. How Much Can a Chatbot Save Your Contact Center. 10 Steps for Chatbot Creation.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. Chatbots solutions are continuously learning and will continue to improve.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Interactions

FEBRUARY 20, 2019

While the chatbot may be having its 15 minutes of fame, they’re definitely not as efficient as they’re hyped up to be. Forrester’s recent report, Forrester Infographic: Customer Chatbots Fail Consumers Today, released January 30, 2019, discusses a number of ways that chatbots are failing consumers and how this can be prevented.

Chatbots 54

Chatbots Analytics Enterprise Surveys 54

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff says that “as chatbots get better and better, there may be less of a need to visit a business website.” Chatbots enable a customer to answer questions via text. Contact us.

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62