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 .

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

PeopleMetrics

JANUARY 24, 2025

To build a world-class VoC program, you need to analyze and improve the entire customer journey, not just service touchpoints. Today, in 2025, AI is supercharging how companies differentiate between CX and CS, analyze their intersections, and optimize both. Understanding this distinction isnt just theoreticalits vital!

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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

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 48

Employee engagement Enterprise Contact Center Self service 48

Balto

MARCH 17, 2025

Smart contact centers use post-call surveys and speech analytics to identify recurring pain points. 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. 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. of survey respondents. of survey participants. of survey participants.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Interaction Metrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. If you have a CX team and are going to be running your own customer surveys, then you’ll want to choose the best software.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. As customers transition from passive service recipients to active partners, the time is right for them to become true stakeholders. Servion has predicted that by 2025, some 95% of customer interactions will be powered by AI. One good turn deserves another.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

TechSee

MAY 24, 2021

billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate during the forecast period. .

Upselling 124

Upselling Self service Wireless Contact Center 124

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.

Self service 80

Self service Call Center Interactive Voice Response Contact Center 80

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

TechSee

FEBRUARY 14, 2022

billion subscribers worldwide – 20% of global connections — by 2025. A report by Ericsson indicates that enterprise use cases will become a primary driver for 5G growth in the future, with service providers generating $131 billion by 2030 by proactively developing 5G use cases. AI-Guided Self-Service Automation.

Technology 109

Technology Wireless Self service Telecommunications 109

Real Blue Sky

DECEMBER 15, 2022

PingIdentity surveyed 3,400 global consumers in 2021 about how they felt about online businesses using their customer data. More Self-Service Features. Interestingly, 69% of consumers prefer self-service options over human contact support. Self-service options for your customers are an absolute must.

Self service 98

Self service Chatbots Wireless Analytics 98

The Petrova Experience

OCTOBER 8, 2020

In 2020 The Petrova Experience conducted a leadership survey across industries. Contactless and Self-Service are Here to Stay. Even the self-service airport lobbies were edgy and sexy. Even the self-service airport lobbies were edgy and sexy. The consumer is not stupid.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Balto

JANUARY 2, 2025

Ensures consistent service quality across teams, reducing variability in customer experiences. Automates post-call surveys and identifies patterns in feedback, giving managers actionable insights to improve service quality. Impact: Provides agents with confidence to handle difficult conversations, boosting CSAT scores.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

SharpenCX

NOVEMBER 21, 2019

With 93% of people turning to online reviews to decide if a business is good or bad, that means the service your team delivers is the lever you’ve been looking for to grow your business. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. Simplify your tech and integrate your core systems.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Eptica

APRIL 15, 2020

Move away from quantitative feedback to analyse more qualitative data, from the words they use when they interact with you digitally to free-text survey responses. Instead, adapt your existing surveys, or launch specific new ones that capture the emotions and show that you want to understand and act on how consumers feel. com / en /.

Surveys 95

Surveys Best practices Analytics Feedback 95

delighted

OCTOBER 3, 2024

trillion by 2025. One of the reasons consumers are all in on subscriptions is the wide variety of choice – from streaming services to retail products (like clothing, cosmetics, snacks, and even pet food) to fitness memberships to delivery services. How popular is this ecommerce channel?

Chatbots 93

Chatbots Advertising Surveys Personalization 93

Balto

MARCH 3, 2025

They offer self-service options while maintaining clear paths to human agents when needed. Self-Service and Customer Empowerment AI chatbots handle routine inquiries 24/7, empowering customers to solve simple issues instantly. Post-call surveys trigger automatically, and results feed into performance dashboards.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Eptica

APRIL 8, 2020

We combined this with a consumer survey to look at channel choice across the customer journey. You might also be interested in these posts: What will customer self-service look like in 2025? How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service.

Customer Service 79

Customer Service Self service Benchmark Surveys 79

SharpenCX

NOVEMBER 21, 2019

With 93% of people turning to online reviews to decide if a business is good or bad, that means the service your team delivers is the lever you’ve been looking for to grow your business. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. Simplify your tech and integrate your core systems.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Outsource Consultants

JANUARY 9, 2025

A TalentLMS survey found that 76% of employees are more likely to stay with a company that offers continuous training. Self-Service: Empowering Customers Many customers prefer to solve issues on their own. A well-designed self-service portal can reduce call volume while improving customer satisfaction.

Contact Center 67

Contact Center Gamification outsourcing Self service 67

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.

Self service 52

Self service Call Center Interactive Voice Response Contact Center 52

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Netomi

NOVEMBER 21, 2022

In a Gartner survey conducted in late July/early August 2022, CFOs and financial leaders were asked about their strategies to combat inflation thus far, and looking ahead toward the rest of 2022. Self-service containment is a much more cost-effective way of providing resolutions – costing $0.10 Investing in Digital.

Self service 52

Self service Surveys Chatbots Enterprise 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

DMG Consulting

MARCH 11, 2021

The contact center WFM market has been moving toward digital transformation for the past few years, but the pandemic galvanized the modernization of these product suites to address the increasingly digital and self-service needs of today’s consumers. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Marketing Management 59

Nicereply

JUNE 20, 2019

This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 Self-Servicing. Self-Servicing is now the standard; specifically, with generation z and millennials. times that of laggards. Virtual and Augmented Reality.

Marketing 77

Marketing Chatbots B2C Self service 77

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. billion worldwide by 2025, with a CAGR of 22.9 This realization has seen investments in AI rapidly increasing. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . It’s projected that this younger generation will make up approximately 27% of the workforce by 2025. . Gen Z is defined by technology and values.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Netomi

AUGUST 16, 2023

dollars in 2025 – Statista 2 By 2023, 25% of customer service operations will integrate virtual customer assistants (VCAs) or chatbot technology across engagement channels – Gartner The conversational AI market is worth $10.7B billion U.S. billion U.S.

Enterprise 52

Enterprise Chatbots Healthcare Entertainment 52

SharpenCX

NOVEMBER 11, 2020

The 2020 study found nearly two-thirds of customers experience rage when reaching out to customer service for help. Now, more than 82% of customers feel comfortable using digital channels, chatbots, and self-service options. Even my mom self-installed her own internet in 2020. for tech progress.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

CSM Magazine

JANUARY 17, 2022

According to a survey by Upwork, 1 out of 4 Americans worked remotely in 2021 , and that number is anticipated to rise by 87% by 2025. Self-Service Is the Wave of the Future. This is one of the fastest-growing trends in customer service, and it could be considered a blessing or a curse. But the facts are clear.

Customer Service 52

Customer Service Self service Feedback Customer Care 52

Babelforce

MAY 21, 2020

Do we need more customers to use self-service? IVR systems have traditionally been a pretty weak form of self-service. As a result, many contact centers use their IVR for call routing rather than self-service. If you need more customers to use self-service, there are a lot of ways to pursue that.

Interactive Voice Response 52

Interactive Voice Response Technology Self service Contact Center 52

Babelforce

MAY 21, 2020

Do we need more customers to use self-service? IVR systems have traditionally been a pretty weak form of self-service. As a result, many contact centers use their IVR for call routing rather than self-service. If you need more customers to use self-service, there are a lot of ways to pursue that.

Interactive Voice Response 52

Interactive Voice Response Technology Self service Contact Center 52