Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. Self-service and user-generated touchpoints skyrocketed as users and designers were forced to perform nearly every task from their PC and mobile devices. But 2020 wasn’t an ordinary fiscal year. That’s the bad news. Now the good news.

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TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Voice will be king.

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Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

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TechSee

MAY 20, 2020

TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.

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ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service. We found a whopping 96.2% That number will stay high and is more important than ever as we continue to navigate and come out of the pandemic.

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TechSee

SEPTEMBER 10, 2019

Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

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ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone. Follow on Twitter: @Hyken.

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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.

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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.

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ShepHyken

MAY 10, 2021

And number five is to “Create Self Help Portals.” Customers are enjoying self-service options, so give them what they want. It was the business word of the year for 2020, and I believe it will be the word of the year in 2021. Many are common sense and reminders, yet pay attention to numbers four and five.

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ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue. In the U.S. alone, e-commerce now accounts for 16.1% of all sales.

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ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. All communication must, instead, take place digitally––even self-service. Actionable Steps for Reset.

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ShepHyken

MARCH 16, 2020

Knowledge@Wharton) The best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Why Customer Experience Is Now Job No. 1 for CEOs by Wharton.

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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. Milestones on the road to autonomous AI self service.

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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?

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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.

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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. Popular self-service channels include FAQs, a searchable knowledge base, and online discussion forums.

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Fonolo

NOVEMBER 5, 2020

The State of the Contact Center 2020. Invest in self-service options. That’s why your business would do well to prepare self-service options for customers who have more common, less urgent questions. The post How to Prepare Your Call Center for Shopping Season 2020 first appeared on Fonolo.

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CCNG

DECEMBER 16, 2020

First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. they too often found self service options inadequate in view of staffing challenges.

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ShepHyken

JULY 16, 2021

We all know that the retail landscape changed massively in 2020. This can take the form of no-tap payment options, self-service kiosks, and portable scanning and debit machines that eliminate the need for a counter. He writes about creating a better experience for customers when they come into a store.

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ShepHyken

FEBRUARY 8, 2021

Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten. It’s the same in business. Love (in the metaphorical sense) and appreciate your customers year-round.

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Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Published on: January 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges.

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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:

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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.

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Contact Center Technology contact center solutions Virtual Agent 119

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. No, that’s not a typo.

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ProProfs Blog

NOVEMBER 29, 2019

Live Chat Statistics 2020: 40+ Live Chat Facts. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. million by 2020, growing at a CAGR of almost 8%. 85% of all customer support activities will happen without a human agent by 2020.

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DMG Consulting

DECEMBER 1, 2020

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems.

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ShepHyken

DECEMBER 30, 2019

Customer experience trends to watch out for in 2020 by Mahir Prasad. ClickZ) OpenText’s Nali Giliana highlights five key trends that will influence customer experience in 2020. Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani.

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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!

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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?

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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. It’s also interesting to break down the virtual agent traffic by region.

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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.

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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.

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ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 78% of participants believed that improving customer service came a close second. The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Video Chat. Final Notes.

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