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Omni-Channel: A New Support Model for Next-Generation Customers

CSM Magazine

In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer support channels. As social media and website capabilities evolved, channels were expanded further.

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The Future Customer Experience Will Go Virtual

Win the Customer

At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience. But there’s more to virtual call centers than just existing in the cloud.

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Top Five Contact Center Trends to Expect in 2020

InGenius

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. Contextualized omni-channel support. AI-assisted customer service.

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A Complete Guide to Customer Service Automation

Comm100

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. But as automation becomes a cornerstone of customer service, a pressing question emerges: Is it possible to balance the efficiency of technology with the human connection that customers still crave?

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Customer Service in the Digital Age

CSM Magazine

Emergent technologies have forever changed traditional customer service support. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain. Increasing Role of Technology in Customer Service. Omni-channels.

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10 Prolific Ways Technology Will Play a Vital Role in Affecting the Future of Customer Service

SmartKarrot

On top of that, technology is starting to play a great supporting role in giving the customers’ customer service from the future. Yes, machine learning, artificial intelligence, and other technologies are paving the way to faster, and better customer service now more than ever. Omni channel support systems will come up.