DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. See how omnichannel and self-service tools are becoming necessities. Read Time: 4.5 Let’s jump in. Ready to perfect your CX?

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

TechSee

DECEMBER 11, 2024

Prediction 3: Self-Service and Social Channels Will Overtake Traditional Models Forecast : Self-service bots and social media were expected to gain dominance, with younger demographics driving the shift towards digital-first support models.

Self service 109

Self service Enterprise Finance Healthcare 109

ROI CX Solutions

JANUARY 8, 2025

Wide adoption of self-service contact center options 4. Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Momentum Telecom

JANUARY 14, 2025

Big changes are coming to the telecom industry in 2025. So, lets unpack the biggest industry trends we predict will dominate the headlines in 2025. 2025 will go even further as AI takes on a bigger role in the customer experience. The new focus will be on leveraging AI and automation to enable self-service for customers.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

TMP Direct

APRIL 2, 2025

Businesses that fail to adapt risk losing customers to competitors who have mastered the art of customer experience (CX) in 2025. Customers are no longer just comparing products; they are benchmarking service experiences against the best brands in the world. A successful CX strategy in 2025 includes: Transparent data usage policies.

Customer Experience 52

Customer Experience Chatbots Self service Benchmark 52

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. We wish you and your loved ones a New Year of health, happiness, peace, and success – here’s to a great 2025!

Enterprise 59

Enterprise Consulting Consulting Self service 59

DMG Consulting

JANUARY 19, 2025

Welcome to 2025! January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises. The post Welcome to 2025! appeared first on DMG Consulting.

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Contact Center Virtual Agent Self service Best practices 48

ShepHyken

APRIL 5, 2021

Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use. Customer experience in 2025: here’s where we’re heading by Chris McGugan. Oracle Service’s SVP and GM, Chris McGugan predicts customer experience for the years to come.

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Customer Service Contact Center Self service Customer Experience 321

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.

Self service 116

Self service Banking Analytics Personalization 116

CSM Magazine

MARCH 28, 2025

To save you time, weve compiled a list of the 25 best customer service software tools you should consider in 2025 , broken down into free and paid options that cater to specific needs. Why You Need Customer Service Software Before jumping into our list, its worth understanding what customer service software can do for your business.

Customer Service 52

Customer Service B2B Chatbots B2C 52

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. By 2025, leading call centers aim for rates closer to 80%, emphasizing agent training and process improvements. The Customer Effort Score (CES) is equally significant.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

DMG Consulting

JANUARY 29, 2025

DMG Consultings 2025 2026 Knowledge Management for the AI-Enabled Enterprise Report examines the KM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Management 59

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. By 2025, the IDC predicts that the number will rise to 41.6 How much data?

Self service 207

Self service Analytics Transportation Healthcare 207

Zappix

JANUARY 21, 2025

Burlington, MA January 21, 2025 ( EIN Presswire ) Zappix , a leader in AI-Powered Digital Engagement Platforms, announced a significant 250% increase in Digital Self-Service usage among its retail clients during the holiday season. Improved Efficiency: Streamlined operations during peak periods of high call volume.

Self service 52

Self service Average Handle Time Interactive Voice Response Contact Center 52

TechSee

MARCH 7, 2022

Today, digital self-service has become the preference – and the new normal, along with higher expectations and reliance on these channels. The role of technology is more important than ever in improving customer service and operational efficiencies. Download our eBook: What Self Service Will Look Like in 2025 .

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Self service Virtual Agent Customer centricity Chatbots 109

Zappix

FEBRUARY 18, 2025

BURLINGTON, MA – 02/18/2025 ( EIN Presswire ) Zappix, a leading AI-Powered Digital Engagement Platform provider, is proud to announce the successful launch of its cutting-edge Visual IVR solution with a prominent insurance provider in Mexico. About Zappix Zappix provides an AI-Powered Digital Engagement Platform.

Self service 52

Self service Interactive Voice Response Wait times Contact Center 52

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. Recent estimates suggest that a staggering $3.8

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Theyre also after flexibilityand to get it theyre turning to a wider variety of communication channels than ever before, from voice and chat to social media and self-service portals.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Balto

JANUARY 6, 2025

Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management.

Call Center 52

Call Center Coaching Surveys Contact Center 52

DMG Consulting

MARCH 13, 2025

March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Invest in Self-Service Empowering customers to find solutions on their own is a win-win for both customer satisfaction and agent productivity.

Call Center 52

Call Center Metrics Gamification Contact Center 52

CSM Magazine

JANUARY 17, 2025

New report reveals one-third of service queries are solvable without a professionals help while AI empowers 21% greater accuracy, says new report. Aquant analyzed nearly 160 service organizations, totaling over 600,000 technician service records and $9.5 billion in service costs.

Benchmark 52

Benchmark Self service Metrics Contact Center 52

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Self-service additional benefits.

Self service 116

Self service Chatbots Management B2C 116

Eptica

APRIL 1, 2020

Date: Wednesday, April 1, 2020 Author: Steve Nattress What will customer self-service look like in 2025? Author: Steve Nattress Self - service is already a key part of delivering the customer experience that today’s consumers expect. Published on: April 01, 2020.

Self service 75

Self service Best practices CRM Engineering 75

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Eptica

APRIL 17, 2020

Date: Friday, Avril 17, 2020 Author: Steve Nattress À quoi ressemblera le self-service client en 2025 ? Les cinq dernières années ont vu une accélération du recours au self-service par les clients mais que va-t-il se passer au cours des cinq prochaines ? Publié le: 17 Avril 2020.

Self service 71

Self service CRM 71

TechSee

SEPTEMBER 22, 2020

It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service. Augmented Reality technology is already firmly entrenched in the field service industry and wider adoption is being driven by the need to overcome the operational challenges posed by the COVID-19 pandemic.

Self service 207

Self service B2B Customer centricity Technology 207

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Researchers predict that machines will perform more than half of current workplace tasks by 2025, up from 29 percent today. Technology replacing humans. That’s what we all fear.

Contact Center 291

Contact Center Self service Banking Airlines 291

DMG Consulting

APRIL 2, 2025

of respondents in DMGs annual worldwide survey of customer experience (CX) business and IT goals conducted in December 2024, making it the second-highest technology investment for contact centers in 2025. These are some of the reasons that WFM was selected by 40.8%

Employee engagement 59

Employee engagement Enterprise Contact Center Self service 59

Calabrio

APRIL 24, 2025

Read the full State of the Contact Center 2025 report. Chatbots & Voicebots for AI-Driven Self-Service Leveraging conversational AI and Natural Language Processing (NLP), intelligent chatbots and voicebots are transforming self-service. And how successful are their current AI strategies?

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

DMG Consulting

MARCH 5, 2025

The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025. Top Contact Center Goals for 2025 Improving the CX is the top business goal for service organizations in 2025, selected by 57.6% Enhancing self-service systems came in second place, chosen by 53.0%

Contact Center 62

Contact Center Self service Surveys Consulting 62

Balto

MARCH 17, 2025

Dynamic routing systems powered by real-time analytics direct customers to the most appropriate self-service options or human agents based on their history and current needs. The post Call Center Insights in 2025: Enhance the Customer Experience appeared first on Balto. Ready to take your insights to the next level?

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Calabrio

MARCH 31, 2025

Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

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Contact Center Technology Interactive Voice Response Surveys 62

Interactions

OCTOBER 29, 2024

6 Criteria for Gen AI Investments Gartner predicts that by 2025, Gen AI will be embedded in 80% of enterprise Conversational AI offerings, up from just 20% in 2023. Gartner also estimates that by 2025, 30% of Generative AI projects will be abandoned after proof of concept. So, yes, Gen AI is coming to the contact center.

Contact Center 62

Contact Center APIs Analytics SaaS 62

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52