Remove 2019 Remove Customer Expectations Remove Self Service
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2019 predictions for ambitious contact centres

Vonage

Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive.

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The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

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Boosting Field Service Efficiency with Augmented Reality

TechSee

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service. Computer Vision Self-Service.

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5 Top Customer Service Articles for the Week of August 5, 2019

ShepHyken

Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. Follow on Twitter: @Hyken.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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5 ways to make your self-service seamless

Eptica

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. Essentially, customers expect and want to be able to find information and serve themselves, particularly around routine queries.

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Customers are Changing the Channel: Are You Ready?

NICE inContact

And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. Self-service and mobile app use are both rapidly on the rise?