Omni-channel support Self service Trends 
InGenius
JANUARY 31, 2020
Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Live engagement customer service. Contextualized omni-channel support.
Win the Customer
DECEMBER 15, 2015
Today’s trends are all about personalization with a twist. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. It’s a matter of when companies are ready to roll out a new system where customer experience rules all.
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DMG Consulting
FEBRUARY 5, 2020
IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? This is interesting given the mega trend to improve the customer experience. This is interesting given the mega trend to improve the customer experience.
Kayako
JANUARY 5, 2017
According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues. Customers expect support to be available 24/7. What goes into good self-service?
Kayako
SEPTEMBER 29, 2016
Over 90 percent of customers expect access to self-service channels. This means you need a customer service philosophy that encompasses seamless self-service support and amazing, personalized two-way support when your customers require it. The importance of self-service support.
DMG Consulting
MAY 3, 2019
Flex scheduling, agent self-service empowerment, and adaptive real-time scheduling capabilities are the new standard of WFM and key competitive differentiators. Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events.
CSM Magazine
SEPTEMBER 10, 2018
Another way is to hire extra agents which isn’t economic unless the ticket volume trend is huge throughout the year. It automates your support process and reduces the number of tickets assigned to the agent. Research says: Self-service tools like knowledge base and FAQs deflect tickets up to 10%.
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