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. Marsha Collier.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

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

DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. By Donna Fluss. View this document on the publisher’s website.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

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 Call volumes increased further in 2020 when the COVID-19 pandemic struck and driver licensing regional offices closed.

Virtual Agent 100

Virtual Agent Self service Transportation Customer Experience 100

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management 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 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Creative Virtual

JANUARY 12, 2021

Today we announced Creative Virtual’s latest award win: ‘Most Innovative Conversational Self-Service Solutions, 2020’ in Corporate Vision Magazine’s Corporate Excellence Awards. Conversational self-service tools have progressively become more mainstream in the nearly two decades of Creative Virtual’s history.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

TechSee

JANUARY 28, 2020

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. Consulting firm Accenture reported that 68 percent of all consumer electronics returns fell under the NFF umbrella. 2020 Outlook. This is a serious problem.

Wireless 136

Wireless Self service Sales Chatbots 136

HGS

JANUARY 25, 2021

Another method is to consult with contact center teams that have actually had experience with these new technologies. A financial services company in the Caribbean provides customer service through bricks-and-mortar, online banking, and nearly 400 HGS contact center agents.

Contact Center 130

Contact Center Banking Education Self service 130

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

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Published on: August 05, 2020. Start by booking a training session with Eptica to learn how we can help you.

Customer Service 112

Customer Service Self service Best practices Consulting 112

C Space

MAY 28, 2020

The Brand Move Roundup – May 28, 2020. Virtual consultation technology on beauty brands’ sites has surged during the shutdown. Companies that recently launched virtual consultations include Glow Recipe, Huda Beauty, BareMinerals, Clarins and Dermalogica. Brands and agencies can now buy ads through a self-service platform.

Consulting 52

Consulting Consulting Advertising Self service 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. Key 2020 Trends: Cloud Contact Centers. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

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

Eptica

JUNE 24, 2020

Date: Wednesday, June 24, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 1: Start with an audit. Published on: June 24, 2020. However, in 2020 almost every industry has seen its operations and planning thrown into turmoil.

Customer Service 79

Customer Service Self service Best practices Consulting 79

DMG Consulting

JANUARY 3, 2020

Vision 2020. Technologies that have been talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models from companies such as Uber and Lyft merely a stepping stone to a vastly transformed future. . Learn more at www.dmgconsult.com.

Transportation 48

Transportation Contact Center Enterprise Consulting 48

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. You might also be interested in these posts: Why the golden rules of service by Fred Sirieix should inspire all of us. What will customer self-service look like in 2025?

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Call Design

FEBRUARY 11, 2021

Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. A research article by Sharma & Sharma (2020) found that companies can implement a balanced scorecard to manage risks better and use it for purposes such as: Conclusion.

Self service 103

Self service Consulting Consulting Sales 103

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

DMG Consulting

MAY 21, 2020

VISION 2020. DMG’s crystal ball shows an amazing outlook for the world of service and contact centers. Self-service solutions—the preferred way for consumers in the more advanced economies to obtain assistance—will experience a resurgence as AI-related technologies emerge that provide omni-channel concierge-level service.

Transportation 48

Transportation Contact Center Enterprise Self service 48

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Here are the main takeaways from that interview.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

TechSee

FEBRUARY 23, 2021

Verizon already began to shut down its 3G networks at the end of 2020, but the sunset for commercial and government customers will be at the end of 2022. Visual assistance technology using AI & AR allows security firms to perform the 3G upgrade remotely, keeping operational costs down while offering exceptional customer service.

Self service 109

Self service Wireless Contact Center Upselling 109

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning.

Contact Center 116

Contact Center Technology Self service Call Center 116

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. Published on: January 29, 2020. Consumers are now able to find answers themselves through self-service, removing the need to email or call. Share this page on: Tweet.

Customer Service 79

Customer Service Self service Best practices Consulting 79

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. While I recognize that Perspectives 2020 was ambitious – perhaps overly so,” said Michelle Boockoff-Bajdek, Skillsoft CMO, “I do believe it tapped into the zeitgeist of a unique moment in our collective history. They need to take Cannes’ lead and skip 2020 as no one will show up.”

Airlines 52

Airlines B2B B2C Entertainment 52

Talkdesk

NOVEMBER 25, 2020

This includes IVR, omnichannel, self-service and outbound. This includes applications for agent assistance, customer self-service, knowledge management, security monitoring, and even sourcing contact center talent. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

CSM Magazine

OCTOBER 20, 2020

Enterprise digital transformation consultancy ECS today announced a cluster of contact centre transformation engagements with some of the UK’s leading organisations. The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect.

Engineering 52

Engineering Consulting Consulting Enterprise 52

TechSee

MAY 7, 2019

Global professional service consultants estimate that such returns account for more than $17 billion in lost annual revenues for brick-and-mortar and online retailers. 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

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

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Published on: July 22, 2020. Research by Contact Babel for example, estimates that it costs an average of £3.89 Share this page on: Tweet.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Enghouse Interactive

MAY 28, 2021

Guest post by Phil Riley, S.Tel Consultants. For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Previously, customer contact has often been limited to office and telephone interactions. Becoming more digital.

Customer Service 91

Customer Service Self service Government Banking 91

Transparent BPO

JULY 18, 2019

Jay Baer , marketing consultant and author of several books on customer service and marketing , said in an interview that companies with any volume would use technology like artificial intelligence (AI) and chatbots, and more are trying. (To Bots won’t quit or ask for a raise. What role can agents play most effectively? .”

Chatbots 83

Chatbots Customer Service Self service Scripts 83

CSM Magazine

NOVEMBER 27, 2019

An interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on: 2019 a year in review, we’ll recap how changing customer expectations and new tech have changed our approaches to support. Moderator: Nicholas Zeisler, Principal, Zeisler Consulting.

Customer Service 52

Customer Service Chatbots Self service Consulting 52

DMG Consulting

JANUARY 29, 2021

This is exactly what DMG asked enterprise, IT and contact centers leaders from around the world in our annual contact center goals and priority survey, conducted in November and December 2020. The second-ranked response was to improve customer-facing self-service capabilities, as reflected by 44.7% of respondents.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

Outsource Consultants

FEBRUARY 21, 2024

“AI will replace human contact center interactions,” according to some CX experts in 2020. Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Whether or not you fully embraced that view at the time, you certainly contemplated it.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

DMG Consulting

APRIL 1, 2021

This IT sector attracted more investments and research and development (R&D) dollars in 2020 than in any prior year. These tools include real-time adherence, intraday management, mobility, self-service, and bi-directional communications. Read this article on the publisher’s website. Point of No Return.

Management 59

Management Self service Contact Center Enterprise 59

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Key 2020 Trends: Cloud Contact Centers.

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80