CCNG

JULY 10, 2024

Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. These trends are not just shaping the future—they’re redefining the very essence of customer interaction and satisfaction.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. What Are Self-Service Portals? What Are Self-Service Portals? Why Are Self-Service Portals Critical in Current Customer Support Ecosystems?

Self service 52

Self service Best practices Wait times Feedback 52

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around.

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Cost per Automated Chat Evaluates cost savings from AI-driven self-service.

Self service 64

Self service Chatbots Analytics Contact Center 64

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

CCNG

SEPTEMBER 29, 2022

Self-service options are rising in popularity because nobody wants to wait on hold, wade through phone trees or repeat information. An automation-first customer service via conversational artificial intelligence is proving to be the right option for many enterprises. Invest In Artificial Intelligence Time is of the essence.

Self service 195

Self service CCNG Chatbots B2B 195

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

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Read Time: 4.5 Let’s jump in.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

DMG Consulting

FEBRUARY 12, 2025

Although enhancing self-service systems was tied for the top spot in 2024, improving the CX is once again on its own in first-place for 2025.) Enhancing self-service systems was in second place, identified as a 2025 contact center goal by 53.0% of survey participants. of survey participants. of participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

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

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 331

Customer Service B2B Journey mapping Chatbots 331

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 164

Customer Service Chatbots Self service Customer Care 164

ShepHyken

MARCH 11, 2025

AI has become the topic of the day, and the strides made in automation and self-service have come a long way. What may have started as an engraved complaint on a stone tablet eventually turned into handwritten letters, then phone calls, emails, chat, and more modern-day ways of communicating.

Customer Service 213

Customer Service Chatbots Self service Technology 213

ShepHyken

NOVEMBER 14, 2024

However, AI is helping businesses counter this trend in a big way. Content generation for customer self-service, with 51.7% Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities. Agent attrition jumped from 21.8% in 2022 to 28.1% Currently, 46.2% testing it.

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

ROI CX Solutions

JANUARY 8, 2025

Wide adoption of self-service contact center options 4. Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. AI taking center stage in the CX world 5.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

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 274

Customer Service Self service CRM Multichannel 274

ShepHyken

DECEMBER 29, 2024

The four ideas included in this article focus on the content that introduces a new customer to your company and products (onboarding), cross-selling other products and features (adopting), keeping customers informed (communication), and easy and frictionless support (self-service). What Is Social Listening?

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

Momentum Telecom

JANUARY 14, 2025

So, lets unpack the biggest industry trends we predict will dominate the headlines in 2025. Comcasts acquisition of Nitel to improve its managed services for enterprises T-Mobile and KKR’s joint $4.9 By now, most companies have adopted cloud technology in some form with 98% of global organizations using cloud services.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. The post CX 2025: Navigating the Mega Trends appeared first on DMG Consulting.

Enterprise 59

Enterprise Consulting Consulting Self service 59

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

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 353

Customer Experience Customer Service B2C Self service 353

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

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 319

Customer Service Contact Center Self service Customer Experience 319

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 430

Chatbots Surveys Self service Personalization 430

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

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. These leaders insights shed light on the biggest contact center and customer experience trends, developments which are rapidly reshaping the industry as we know it.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

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 300

Chatbots Self service Technology Customer Support 300

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

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 52

Self service Contact Center contact center solutions Analytics 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.

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

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 215

Self service call center software Technology Contact Center 215

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 215

Self service call center software Technology Contact Center 215

3CLogic

MARCH 27, 2025

Complex and inconsistent processes Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96