Contact Center Pipeline

JANUARY 28, 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

Contact Center 275

Contact Center Customer Service Self service Chatbots 275

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. Thinking about the future, this could turn out to be a trend that will allow personalization and more interactive delivery of content.

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. So, what can we expect from customer service trends in 2023?

Customer Service 172

Customer Service Chatbots Self service Customer Care 172

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. My Comment: Add five more ideas to the list of trends. Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential.

Customer Service 341

Customer Service B2B Journey mapping Chatbots 341

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. The difference with this latest trend? says Sheri.

Self service 142

Self service Contact Center Chatbots Consulting 142

ShepHyken

AUGUST 5, 2019

7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. Here are the big trends. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. SelectHub) CRM is a competitive, growing space.

Customer Service 279

Customer Service Self service CRM Multichannel 279

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts.

Self service 109

Self service Enterprise Finance Healthcare 109

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

ShepHyken

JANUARY 4, 2023

I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Here we go: .

Customer Experience 364

Customer Experience Customer Service B2C Self service 364

3CLogic

DECEMBER 17, 2024

Let's explore top trends and predictions to help your organization stay ahead of the curve, deliver outstanding CX and/or EX, and maximize ROI in 2025 and beyond. Trends and predictions shaping the contact center of tomorrow 1.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. And that’s the driving force behind most of this year’s trends. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

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 101

Interactive Voice Response Telecommunications Chatbots Big data 101

Creative Virtual

MARCH 31, 2022

Younger generations expect mobile friendly and intuitive self-service options more than older generations. The finding that non-human customer service is becoming more important doesn’t come as a surprise. The survey also delved into current self-service usage, finding 71% of respondents use self-service tools.

Self service 105

Self service Surveys Customer Support Customer Service 105

ShepHyken

APRIL 5, 2021

Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.

Customer Service 325

Customer Service Contact Center Self service Customer Experience 325

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. And AI will fuel this trend. The word for 2021 will be empathy.

Chatbots 431

Chatbots Surveys Self service Personalization 431

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

ShepHyken

OCTOBER 1, 2019

How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The trend across industries is toward elevating the customer experience. Shep Hyken interviews Tom Goodmanson.

Self service 54

Self service Contact Center contact center solutions Analytics 54

ShepHyken

NOVEMBER 8, 2016

They discuss how technology is advancing customer service and support. From self-service options to social media, from chatbots to AI, technology is changing how businesses and their customers interact. How is technology reshaping customer service and support? How has social media changed customer service?

Chatbots 302

Chatbots Self service Technology Customer Support 302

ShepHyken

DECEMBER 9, 2024

Top Customer Experience Trends You Should Watch in 2025 by Scott Clark (CMSWire) Customer experience has become more than just a priority; it’s a competitive differentiator. My Comment: If you have followed my weekly roundups, you know Im a big fan of lists with future trends and predictions. Thats a lot of returns!

Customer Service 190

Customer Service B2B Sales Self service 190

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Self service Gamification Contact Center 124

ShepHyken

AUGUST 8, 2017

Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. Provide self-service options for your customers. Do not send a customer to a website or a self-service option.

Self service 218

Self service call center software Technology Contact Center 218

ShepHyken

AUGUST 8, 2017

Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. Provide self-service options for your customers. Do not send a customer to a website or a self-service option.

Self service 218

Self service call center software Technology Contact Center 218

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.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Outsource Consultants

OCTOBER 4, 2021

Here are five of the biggest customer service outsourcing trends to help you elevate customer satisfaction: 1) Fully Remote Contact Center Teams. This trend can be somewhat deceiving, as businesses will still look to BPO partners that can flex between both in-person teams and outsourcing remotely. 2) Strategic Partnerships.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

ShepHyken

DECEMBER 7, 2020

Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. Top Retail Trends and Innovations That Drive Better CX by The CX Insights. (The The first trend is about health and safety.

Customer Service 296

Customer Service Self service Consulting Consulting 296

ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. In the U.S. of all sales.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Vistio

AUGUST 18, 2022

Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. When he’s evaluating contact center technology he’s looking for ways to boost self-service. Empower the agents to look for trends, do diagnostic work on their own and ‘act like an owner.’.

Self service 98

Self service Technology Contact Center Metrics 98

HGS

JANUARY 25, 2021

Assess trends with care. Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.

Contact Center 130

Contact Center Banking Education Self service 130

Beyond Philosophy

MARCH 31, 2015

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Banks can’t quite make up their minds about what branches are supposed to be.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

MARCH 12, 2021

B2B companies, too, are embracing it as a norm, and the trend is likely here to stay for a long while. All communication must, instead, take place digitally––even self-service. Your leads and customers have become totally comfortable with remote buying and self-service for support requests.

B2B 391

B2B Journey mapping B2C Telecommunications 391

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Service 341

Customer Service Entertainment Coaching Self service 341

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. If you don’t already offer good self-service solutions that will get customers their answers immediately, at least be able to respond to them in a reasonable amount of time, not hours or days. They don’t want to call and be put on hold for an hour.

Customer Service 297

Customer Service Self service Personalization Technology 297

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. Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service.

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

DECEMBER 3, 2021

For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Mapping out the ‘ease of doing business’ and essentially removing any barriers to service . This may sound rudimentary, however, the impact was almost immediately felt. Voice of Customer.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370