TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Self-service: Self-service is slowly emerging as the holy grail of modern CX.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

ShepHyken

APRIL 15, 2019

What is the future of customer service? Quora) The funny thing about customer service is that it’s not really changing that much. In 2019, customer service is still about listening, reacting, helping and being friendly. Self-service, messaging and chatbots are the focus of the article.

Customer Service 231

Customer Service Chatbots Self service Customer Experience 231

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. for self-service.

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Self service Best practices Management Surveys 97

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. Using self-service options in high-anxiety settings can negatively impact the customer experience and erode confidence in the form of diminished trust with the company that the customer is interacting with. Follow on Twitter: @Hyken.

Customer Service 203

Customer Service Employee engagement Self service Surveys 203

Creative Virtual

APRIL 30, 2020

Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. The graph below shows virtual agent traffic globally and across multiple industries for the period of 1 January 2019 through 12 April 2020. Only time will tell. Hungry for more stats?

Virtual Agent 78

Virtual Agent Self service Customer Experience Government 78

ShepHyken

DECEMBER 30, 2019

Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani. ITProPortal) Tips for brands looking to embrace AI-driven customer service. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

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 93

Virtual Agent Self service Transportation Customer Experience 93

Toister Performance Solutions

OCTOBER 15, 2019

We've all experienced a self-service fail. while using the self-checkout lane at the grocery store. Self-service is fine when it works, but it often doesn't. Studies have found widespread theft among self-checkout customers at grocery stores. Perhaps you've found yourself yelling "Human! into a phone.

Self service 77

Self service Airlines Banking Personalization 77

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. A greater pivot towards self-service is the natural outcome.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Eptica

APRIL 30, 2019

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. Research shows that they are happy to embrace self-service channels to achieve this. Share this page on: Tweet.

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Self service Chatbots Best practices Surveys 60

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Not surprisingly, along with an increase in chat is an increase in self-service overall. AI, Bots & RPA. www.upstreamworks.com.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

ProProfs Blog

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service. Continuing this trend in 2019, almost all business will be done on mobiles.

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Customer Support Multichannel Enterprise Self service 117

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. 2: Get Over Basic Live Chat.

Customer Service 116

Customer Service Multichannel Self service Scripts 116

bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. For more, download the report: The State of User-Facing Knowledge and Knowledge Management in 2019.

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Self service Surveys Contact Center Metrics 59

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

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Self service Interactive Voice Response Call flow Contact Center 52

Zingtree

JANUARY 16, 2019

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Customers expect to seamlessly switch from self-service options on web and mobile to chat, email or phone.

Call Center 79

Call Center Construction Self service Scripts 79

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Smart Home Startups to See at CES 2019. CES 2019 promises to be inspirational, educational, and a means to build resilience for the future. Executive One-on-One with Whirlpool & CTA.

Entertainment 174

Entertainment Surveys Technology Education 174

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

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 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

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.

Contact Center 59

Contact Center Analytics Finance Self service 59

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.

Customer Service 111

Customer Service Scripts B2B B2C 111

Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Those questions are not likely to stop during 2019. We expect to see the adoption of technologies like unified communications and collaboration environments like Microsoft Teams and Slack gain more and more traction during 2019.

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Coaching Analytics Cloud contact Self service 65

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. Expect 2019 to see this trend accelerate, particularly as we see the trust agenda escalating in today’s post-GDPR world.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience. But they are not the same.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. What are you doing to ensure your contact center is ready to handle this 75% increase in self-service customer interactions while avoiding the scenario previously described?

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

Mindtouch

JANUARY 23, 2020

Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers. New revenue generation : A B2C company estimated that strategically adding CTAs to self-service content had helped increase revenue by 8%.

Metrics 62

Metrics B2C B2B Self service 62

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Eptica will next be exhibiting at the CX Marketing Summit 2019 in June - if you are coming along, do visit us there.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. As customers become more demanding, can self-service really help? Published on: January 09, 2020. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. You can hear more from Martin on his predictions for 2019 by watching our webinar on-demand here. Aligning Quality Management With Customer Experience.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service. Truck roll optimizations: Four ways.

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Self service Analytics Transportation Healthcare 207

Solvvy

DECEMBER 23, 2019

, it’s an opportune time to reflect back on all the good things that happened to us in 2019. Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! ” Alix Q. ,

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Self service Technology Chatbots Best practices 62

Monet Software

JANUARY 31, 2019

Is self-service really service? It should be – the more companies can provide answers to questions and allow basic transactions through a self-service channel, the more contact center agents can focus on the types of issues that require person-to-person communication. Why is the cloud the right choice?

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Customer Service First call resolution Self service Contact Center 48