TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

DMG Consulting

JANUARY 4, 2019

Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. And for self-service, they’re changing the way interactions are handled, greatly expanding the types of activities that can be automated. Learn more at www.dmgconsult.com.

Contact Center 59

Contact Center Analytics Finance Self service 59

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 Also, the introduction of federal REAL ID requirements in 2019 resulted in increased call volumes from drivers with questions.

Virtual Agent 89

Virtual Agent Self service Transportation Customer Experience 89

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Remote consultation: technicians requiring further support in the field can consult with a remotely located expert. Click here for the full report. Impact of Visual Assistance on Product Returns.

Technology 117

Technology Customer Service Contact Center Self service 117

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

DMG Consulting

OCTOBER 13, 2020

(There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.) IVA Trends for 2020.

Self service 87

Self service Virtual Agent Consulting Consulting 87

DMG Consulting

JUNE 11, 2019

To bring clarity to this sector, DMG Consulting has drafted and issued definitions for these solutions. Powered by speech technologies, AI, machine learning, analytics and more, IVAs are being leveraged to usher in a new standard of voice and digital self-service, in a channel-optimized format. Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. Here Anne-Merete Jensen, Senior Business Consultant, outlines how Eptica can bring down Average Handling Times , while improving the experience for customers.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

DMG Consulting

MAY 26, 2020

2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The market is seeing an increase in the number of digital-only servicing organizations and growing investments in self-service applications.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

JANUARY 3, 2020

11/26/2019. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. IVAs are replacing IVRs and other enterprise self-service solutions and are increasing the volume of fully automated interactions.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Interactive Voice Response 96

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. Back to the store. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months.

Surveys 107

Surveys Entertainment Education Self service 107

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

DMG Consulting

MARCH 5, 2025

Top Contact Center Goals for 2025 Improving the CX is the top business goal for service organizations in 2025, selected by 57.6% of respondents and recapturing sole possession of first place after tying with enhancing self-service solutions in 2024. Enhancing self-service systems came in second place, chosen by 53.0%

Contact Center 62

Contact Center Self service Surveys Consulting 62

TechSee

NOVEMBER 26, 2020

Gartner predicts that by 2025, over 50% of field service management (FSM) deployments will include mobile augmented reality collaboration and knowledge sharing tools, up from less than 10% in 2019. Four Field Service Operating Models. For customers, AR-technology can facilitate remote or self-service support.

Management 109

Management Automotive Accountability Self service 109

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! By Rachael Needham.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. Alternatively, if the analysis shows high levels of routine queries being asked, you can redirect customers to intelligent self-service systems.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. The post Contact Center Key Technology Trends for 2025: AI Leads the Charge appeared first on DMG Consulting.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Nicereply

JUNE 20, 2019

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so. Self-Servicing. Experience is King.

Marketing 77

Marketing Chatbots B2C Self service 77

Eptica

APRIL 3, 2019

Date: Wednesday, April 3, 2019 Author: Guest author: Colin Shaw Creating Actionable Insights from Irrational Humans. Published on: April 03, 2019. The automated experience led to us canceling the service and getting our milk from the store like everybody else. Follow Colin Shaw on Twitter @ColinShaw_CX.

Surveys 74

Surveys Self service Consulting Consulting 74

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If The current scope of AI and automation, to what extent can the rise of intelligent self-service tools and AI based chatbots replace the human touch? Nate Brown, Head of Customer Experience, UL.

Customer Service 52

Customer Service Chatbots Self service Consulting 52

Aspect

DECEMBER 24, 2018

The fully automated, AI-powered, Facebook Messenger chatbot is a virtual wine consultant, helping UK customers to easily select the best wine for their meal or moment. It’s been a busy year and one that will be hard to top but we have some exciting updates for you all in 2019! ® earlier this year. Merry Christmas and a happy New Year!

Chatbots 59

Chatbots Finance Self service APIs 59

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Fonolo

JUNE 9, 2014

For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. ” – 2019.

Service level 96

Service level Call Center Abandon rate Metrics 96

DMG Consulting

MAY 16, 2019

If the partner is a systems integrator (SI) or a consulting firm, it will also earn revenue from implementing the solution. As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline. Donna Fluss is president of DMG Consulting. By Donna Fluss.

Contact Center 76

Contact Center Analytics Consulting Consulting 76

Aspect

OCTOBER 15, 2019

That means it’s time for apple picking, pumpkin carving and the 15 th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California. On Tuesday, October 29 th at 10:45 AM, Solution Consultant, Aaron Ziebro, will host the featured demo. Fall is in the air.

Personalization 48

Personalization Self service Customer effort Best practices 48

CSM Magazine

JUNE 12, 2020

Millennial and Gen Zs desire self-service options, speed, and a platform capable of using mobile devices and social media to search for information and share it with others. Self-service kiosks can fail to scan bar codes correctly, and the menus available for solving issues are sometimes difficult to navigate. Freeman, R.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. AUGUST 06, 2019. Davis and Associates consults Fortune 500 clients, enterprise BPOs, and global utilities companies. Bright Pattern partners with Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Taylor Reach Group

JUNE 11, 2018

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. Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). Forrester). to be exact.

Contact Center 50

Contact Center Self service Scripts Call Center 50

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Skybridge

NOVEMBER 12, 2020

That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. You risk pushing your visitors away with the now outmoded 2019 experience of paper badges and long check-in lines. Contactless and Self-Service are Here to Stay.

Customer Care 52

Customer Care Government Self service Education 52

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. In 2019, automatic call distribution sported 23.3%

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Altivon

JULY 27, 2020

In 2019, we were fourth out of a hundred.”. IVR Doctors has more than 30 years of market research, usability consulting, marketing, and call center management experience. They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5 Electric Company. Tops in Usability.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Stafford Communications

JUNE 2, 2020

Service levels clearly have relevance for ‘real-time’ exchanges like phone calls or chat sessions. In all cases we see very different standards, self-service options that can make the initial contact, and changing consumer expectations. Stafford 2020-06-02T17:36:58+00:00 Why are you measuring service levels that way?

Service level 52

Service level Abandon rate Healthcare Contact Center 52

CSM Magazine

JUNE 11, 2020

According to financial services and information management consultancy Futurist Group, about 38% of consumers now see contactless as a ‘basic need’ feature of payments, up from 30% a year ago. Secure self-service payments. Customers expect a speedy check-out service without their card details falling into the wrong hands.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Education 52