Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Solvvy

DECEMBER 16, 2019

To answer that, let’s take a look at how artificial intelligence has been used in the customer experience in recent years, where it’s failed, and where we see the future of machine learning in delivering higher customer satisfaction. Replacing human customer service agents with IVR technology: Bad idea.

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

TechSee

JUNE 5, 2018

A frustrated George dreads calling Customer Service. Co-browsing allows agents to see and interact with a customer’s browser in real time, visually guiding them through online processes, webforms, transactions or demos. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent.

Trends 116

Trends Self Service Chatbots Technology 116

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. By 2020, the number of connected “things” is expected to rise to 30 billion. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Tricia Morris

MARCH 28, 2016

And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye. For customers, expectations are up.

Retail 40

Retail Self Service Customer Service Omni-Channel 40

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Customer Service 120

Customer Service Social Media Call Center Self Service 120