Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. People begin searching for new products and services online and will order new service online. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

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

TechSee

OCTOBER 31, 2018

Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. TOBi to handle a range of customer service-type questions. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Creative Virtual

MARCH 31, 2022

Customer service and CX expert, Shep Hyken recently published his 2022 ACA Study: Achieving Customer Amazement – download a full copy of the report here – which explores the state of customer service and customer experience. One important question asked in the survey focused on the future of customer service.

Self service 105

Self service Surveys Customer Support Customer Service 105

3CLogic

MARCH 27, 2025

1 Key challenges impacting citizen experience State and local agencies face a number of key hurdles in delivering seamless and efficient customer experiences: Legacy systems and siloed data Many agencies rely on outdated technology and fragmented systems that hinder smooth information sharing and slow down service delivery. The result?

Government 96

Government Self service contact center solutions Contact Center 96

PeopleMetrics

FEBRUARY 27, 2025

Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. How AI is Enhancing Relationship Surveys Survey Design and Personalization AI can help create adaptive relationship surveys that adjust based on customer responses.

Surveys 62

Surveys Benchmark Wait times Self service 62

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

TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Augmented Reality Customer Experience. One good turn deserves another.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Voice of Customer.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

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

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Implement self-service portals for tasks like billing inquiries, order tracking, or password resets. Implement AI-driven analytics to predict call trends and adjust resources.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TechSee

JUNE 5, 2018

With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 1 Co-browsing for mobile apps.

Chatbots 116

Chatbots Self service Surveys Technology 116

Contact Center Pipeline

SEPTEMBER 22, 2020

In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

Management 225

Management Contact Center Surveys Self service 225

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. There is too much fragmentation.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Real Blue Sky

DECEMBER 15, 2022

These years have helped shape the CX trends you can anticipate for 2023 and beyond. Customers have grown accustomed to hyper-convenience, with home delivery and contactless service becoming the norm. In addition to the continuation of hyper-convenience into 2023 and beyond, here are other CX trends to watch for in 2023.

Self service 98

Self service Chatbots Wireless Analytics 98

ShepHyken

JULY 20, 2020

5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. SmarterCX) The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail.

Customer Service 156

Customer Service Self service Customer retention Surveys 156

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. AI reveals that most complaints stem from a confusing self-service portal (CX issue) that drives unnecessary calls (CS impact).

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

ShepHyken

APRIL 28, 2024

3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values. One of the trends, “Micro-Targeting,” is about creating a highly personalized program.

Customer Service 183

Customer Service Advertising B2C Big data 183

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. These six trends might surprise you, but they should definitely impact the way you think about helping your customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Global Response

MARCH 12, 2025

Types of analytics: Performance metrics are measured using different approaches, including descriptive, predictive, prescriptive, interaction, speech and text, self-service, and cross-channel analytics. Descriptive analytics Descriptive analytics focus on using past data to look for patterns and trends.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The market is seeing an increase in the number of digital-only servicing organizations and growing investments in self-service applications.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

Creative Virtual

APRIL 30, 2020

Companies with existing online support and easy-to-use self-service tools are at an obvious advantage. Starting from late February, you can clearly see the number of transactions trending sharply upwards and peaking at the beginning of April. Only time will tell. Hungry for more stats?

Virtual Agent 78

Virtual Agent Self service Customer Experience Government 78

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self service Gamification Contact Center 196

CCNG

NOVEMBER 16, 2022

Anticipate Needs – Organizations that consistently stand out as leaders in driving a differentiated experience, leverage the data, trends, and insights from all of their customer touch points to proactively anticipate and address current and future, unspoken needs. Customers are time-starved, so surveys may soon be a thing of the past.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

ShepHyken

OCTOBER 3, 2022

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecommunications provider Esendex. Our customer service research shows the phone is still number one.

Customer Service 36

Customer Service Telecommunications Surveys Self service 36

Noble Systems

FEBRUARY 4, 2021

5 Customer Behavior Trends That Are Here to Stay. This blog looks at the results of a new industry survey conducted by Noble Systems. It outlines the top five customer behavior trends for contact centers that are here to stay. Top Five Customer Behavior Trends That Aren’t Going Away. IVR self service has increased by 29%.

Contact Center 94

Contact Center Surveys Interactive Voice Response Chatbots 94

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. If you’re getting service delivery right most of the time, you’ll no doubt have some fans that’ll stand up for you. Video Chat.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call center turnover may be trending down overall.

Call Center 207

Call Center outsourcing Contact Center Finance 207

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Understanding these emerging trends can help you pinpoint areas of your strategy that may need updates to remain competitive.

Chatbots 93

Chatbots Advertising Surveys Personalization 93

TechSee

MAY 19, 2021

Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Self service 159

Interactions

OCTOBER 23, 2024

NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper from July 2024 looked at 20 common use cases. The same survey notes that 52% of all retailers are opting to use a partner to help implement AI.

Contact Center 62

Contact Center Surveys Self service Analytics 62

TechSee

SEPTEMBER 21, 2021

These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV. The move to streaming – known as “cord cutting” – is a growing trend. Strategies to ensure a future of cable TV .

Advertising 41

Advertising Entertainment Self service Banking 41

TeleDirect

MARCH 14, 2025

Offer self-service options for quick solutions to common issues. Empower Call Center Agents with Proper Training A knowledgeable and confident customer service team plays a crucial role in providing superior CX. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Nicereply

DECEMBER 17, 2024

This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.” SaaS companies are luckier than others in the sense that serving customers with CES measurement surveys is quite easy.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Beyond Philosophy

SEPTEMBER 14, 2023

These programs have been around for 30 years or so and are in widespread use for areas like propensity models or trend predictions. Kihlstrom agrees, adding that there are intersecting trends here, too. The concept of self-service application creation by dragging and dropping things is an example of an incremental change.

Self service 221

Self service Analytics Personalization Consulting 221