DMG Consulting

MAY 26, 2020

WFO Trends in 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. Adoption of cloud-based recording is starting to pick up momentum, as is analytics-enabled quality management (QM). .

Contact Center 96

Contact Center Analytics Consulting Consulting 96

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. IVA, bots, RPA, AQM, self-service, WFM, etc.) Figure 1: Contact Center Technology Investment Priorities for 2020. Do you plan to implement any automation solutions (e.g., in the next couple of years?

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

TechSee

OCTOBER 2, 2018

In fact, the IDC forecasts that 25% of field-service technicians will use augmented reality by 2020, leveraging image overlay in their day-to-day activities. Here are some sample use cases: Predictive analytics and maintenance. Self-Service. The evolution of digital twins.

Technology 176

Technology Customer Support Technical Support Self service 176

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

TechSee

OCTOBER 31, 2018

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. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Global Response

JANUARY 8, 2025

Evolving paradigms of customer experience: Omnichannel communication and the inclusion of self-service tools are no longer bonuses, but are quickly becoming necessities for positive customer experiences. See how omnichannel and self-service tools are becoming necessities. Ready to perfect your CX?

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. By far the biggest takeaways from 2020 are: Remote work is here to stay – the pandemic has finally ended the decade-long debate on remote or home-working. Lessons learned.

Analytics 72

Analytics Self service Government Engineering 72

TechSee

OCTOBER 9, 2018

trillion in spending — in the United States by 2020. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

ROI CX Solutions

JANUARY 8, 2025

Wide adoption of self-service contact center options 4. From AI’s continued influence on the CX world and the evolving dynamics of remote work in the wake of the pandemic, to a stronger emphasis on self-service options, we’re exploring six of the most prominent call center trends expected to make waves in 2025.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

REVE Chat Blog

NOVEMBER 6, 2019

The top contact center trends to watch out in 2020. AI enabled customer journey analytics helps businesses in predicting future behaviors of customers with high accuracy. Automate your call center support with self service tools. Implementing self service resource library to offer 24×7 support to customers.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

TechSee

DECEMBER 16, 2021

According to a 2020 report by the World Economic Forum , 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely. Rising demand for self-service Today’s on-demand generation will not be kept waiting.

Call Center 124

Call Center Self service Gamification Contact Center 124

TechSee

JANUARY 28, 2020

billion across the 4,500 retail websites tracked by Adobe Analytics. This led to millions of No Fault Found (NFF) returns, a three-letter acronym that continues to haunt retailers and impact balance sheets well into 2020. It’s all about providing fast, effortless and effective self-service. 2020 Outlook.

Wireless 136

Wireless Self service Sales Chatbots 136

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service. AI-assisted customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

HGS

JANUARY 25, 2021

In early 2020, just after the last trends-list cycle, the financial services client engaged HGS to help the client’s cross-functional team of approximately 20 decision-makers to: Evaluate the current state of their contact center operations.

Contact Center 130

Contact Center Banking Education Self service 130

TechSee

MAY 1, 2018

Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. 86% of utilities already use AI in customer engagement applications, call center service and support, or digital marketing platforms, far exceeding AI use in other areas of operation. Virtual Assistants for Smart Home Products.

Analytics 132

Analytics Call Center Chatbots Self service 132

SharpenCX

NOVEMBER 21, 2019

2020 call center trends look to finally shake up the stale industry. A staggering 88% of customer service professionals say customers have higher expectations than in the past. As we look to 2020 call center trends, we look past shiny objects. In 2020, data strategies will go a step further than they did last year.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Tethr

MAY 18, 2020

The leading companies of the convenience revolution have set high standards for every aspect of the customer service industry. Differentiators such as better technology, self-service, subscriptions. The post Tethr recaps the 2020 Customer Experience Summit appeared first on Tethr.

Customer Experience 89

Customer Experience Coaching Surveys industry standards 89

Serenova

JULY 7, 2020

Interaction analytics can convert information from phone calls, texts, emails and social media streams into structured data supervisors can search and analyze. The post Call Center Training: The Complete Guide for 2020 (with Practical Tips) appeared first on Serenova. To see the power of Serenova for yourself, contact us for a demo.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Another 28% are willing to give mobile messaging a chance.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.

Contact Center 135

Contact Center Consulting Consulting call center association 135

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. For example, contact centers will now require data scientists, data analysts and self-service app developers.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Self-serve is the new “preferred” service. Limited self-service options and the typical tiered approach to customer service are no longer hitting the mark.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Upstream Works

SEPTEMBER 1, 2020

Lastly, access to reports and analytics will provide management, and the company as a whole, with valuable insights about their customers and contact center operations. Utilize Self-Service Options. Lessen this strain by making use of self-service options. According to NTT’s 2020 Benchmark Report, only “25.6

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

TechSee

AUGUST 28, 2018

Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.

Customer Service 95

Customer Service Self service Interactive Voice Response Customer Care 95

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?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

Customer Service 52

Customer Service Chatbots Self service Contact Center 52

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. This is Calabrio’s fourth year positioned as a Visionary by Gartner.

Management 12

Management Big data Analytics Employee engagement 12