Contact Center Pipeline

JANUARY 28, 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year.

Contact Center 275

Contact Center Customer Service Self service Chatbots 275

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Explosion of virtual contact centers.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Hodusoft

APRIL 21, 2025

Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster. It is nothing dramatic but something evolutionary.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

ShepHyken

JULY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. This article is an excellent look at how the future of customer service became today’s way of doing business.

Customer Service 159

Customer Service Self service Customer retention Surveys 159

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. Here are my top five picks from last week.

Customer Service 262

Customer Service B2B Chatbots Self service 262

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Why Customer Experience Is Now Job No.

Customer Service 174

Customer Service B2B Self service Engineering 174

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Customer experience trends to watch out for in 2020 by Mahir Prasad. Here are my top five picks from last week.

Customer Service 213

Customer Service Customer centricity Marketing Self service 213

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Virtual Agent 132

Virtual Agent Self service Contact Center Technical Support 132

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits. Consumers benefit too.

Self service 116

Self service Banking Analytics Personalization 116

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Make it Easy to Find.

Self service 118

Self service Best practices Customer Support Chatbots 118

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. They demand highly convenient and fast service. But they don’t stop there.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Why Customer Experience Is Now Job No.

Customer Service 120

Customer Service B2B Self service Engineering 120

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. Published on: October 13, 2020. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency?

Self service 92

Self service Customer Service Management 92

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer service came a close second. Video Chat. Final Notes.

Chief Customer Officer 301

Chief Customer Officer Call Center Consulting Consulting 301

TeamSupport

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. When self-service is a better alternative to submitting a ticket.

Self service 98

Self service Customer Support Interactive Voice Response B2B 98

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

ProProfs Blog

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Personalization 167

Personalization Customer Service Self service Feedback 167

CX Accelerator

MAY 25, 2022

Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. Your company will choose which channels to configure for customers to reach out. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Multichannel Customer effort 95

SharpenCX

DECEMBER 23, 2020

If you feel like time passed without tons to show for it in 2020, you’re not alone. We see a glimpse of light, and the thought of a better year has our wheels turning on how to improve our businesses, fine-tune our operations, and deliver outstanding customer service, without the barrage of stressors we felt in 2020.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

ProProfs Blog

APRIL 27, 2020

No matter who your target audience is, make sure you offer the best possible customer service experience to each. This incident not only describes that your agents should mold themselves when needed but also keep in mind the customer’s sentiments while sending a reply to them. What Is Customer Service.

Customer Service 152

Customer Service Technical Support Self service Customer centricity 152

Fonolo

NOVEMBER 5, 2020

The State of the Contact Center 2020. Remember that personalized customer experiences will play a big part in your call center’s success, as customers are increasingly looking for businesses that can continue conversations between channels. Invest in self-service options.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme. Published on: January 05, 2021. Read the full?blog

Self service 104

Self service Marketing Management Customer Service 104

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. As contact center managers rev up their brand-spanking-new AI to help them execute their 2020 plans, which metrics should they be tracking? Here are the top 4 metrics your call center should be tracking in 2020. What’s Inside:

Call Center 125

Call Center Metrics First call resolution Contact Center 125

ProProfs Blog

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Statistics 2020: 40+ Live Chat Facts. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics.

Wait times 135

Wait times Customer Support Transportation Sales 135

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? 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. People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

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. Award Winner Second Year in a Row. Learn More.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

ProProfs Blog

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Personalization 148

Personalization Customer Service Self service Feedback 148

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. Keep Your Customers Amazed. Keep Your Customers Amazed.

Self service 79

Self service Customer Service Best practices Technology 79

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks.

Self service 86

Self service Chatbots Contact Center Wait times 86

Eptica

APRIL 8, 2020

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector.

Customer Service 79

Customer Service Self service Benchmark Surveys 79

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. It’s time for AI to continue evolving and boosting the customer service experience.

Customer Service 119

Customer Service Chatbots Self service Advertising 119