Calabrio

MARCH 25, 2025

Without an AI-ready strategy to match, the latest technology can create new challenges instead of solving them. The gap is clear: to truly empower agents, organizations must invest in the right supportnot just the right technology. Because AI isnt designed to handle the most complex, emotionally charged interactions on its own.

Contact Center 130

Contact Center Self Service Report Trends 130

InMoment XI

DECEMBER 9, 2024

Innovative In-Store Interactions: Gamified shopping and self-service returns transform mundane tasks into engaging experiences. Balance technology with personal interaction. The Psychology of Change: Helping Humans Adap t Change is hardespecially with new technologies. Transparency and training are crucial.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

InMoment XI

JANUARY 9, 2024

The evolution of B2B customer experience has been influenced by various factors, including advancements in technology, changes in buyer behavior, and shifts in business practices. 100% of B2B customers want self-service options for at least some parts of the buying process. How Has the B2B Customer Experience Evolved?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Consumer Behavior, Higher Expectations are Changing the Game. In fact, technology is the driving force behind the biggest trends confronting contact centers today.

Contact Center 306

Contact Center Self Service Analytics Banking 306

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. The lesson?

Trends 109

Trends Self Service Omni-Channel Social Media 109

TechSee

MARCH 21, 2024

Fiber optic technology has emerged as a leading solution, offering unparalleled speed and reliability. However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage! Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ShepHyken

OCTOBER 21, 2024

How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations?

Self Service 82

Self Service Customer Experience Banking Wait Times 82

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Self-Service. Technical Support in the age of Digital Twins. The evolution of digital twins.

Technology 176

Technology Self Service Innovation Trends 176

TechSee

JUNE 10, 2021

But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. Succeed with Self-service. Four Truck Roll Optimization Innovations.

Self Service 207

Self Service Innovation Analytics Transportation 207

TechSee

MARCH 21, 2024

Fiber optic technology has emerged as a leading solution, offering unparalleled speed and reliability. However, the installation process for fiber optic services, particularly for residential customers, often presents significant challenges.

Self Service 109

Self Service Contact Center Customer Satisfaction Customers 109

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. By automating common yet time-consuming, tasks companies can make their existing systems work smarter–no codes required. Transition to work-at-home with legacy technology. 25% Lack of self-service options.

Call Center 246

Call Center Self Service Contact Center eBook 246

ECXO

OCTOBER 30, 2024

By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.” Businesses should strive to educate their customers, offering resources that enhance their understanding of products and services. Fear, doubt, and disbelief.”

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services. Online and Mobile Banking More customers prefer the self-service option of managing their finances on their own time.

Banking 195

Banking Customer Experience Effort Score Financial 195

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Read the full story: IMAGINiT Technologies hits 1683% ROI with Comm100 Live Chat & Chatbot. Offering 24/7 support.

Chatbots 258

Chatbots Self Service Examples Industry 258

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. Is there a product issue, a checkout frustration, or a service gap? If customers struggle with returns or finding answers, its a red flag that self-service needs improvement.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? Structure, layout, and design of your self-service center matters.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

TechSee

MAY 19, 2021

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. New Technologies to Improve Customer Service. Let’s take a look at some of the hottest new technologies that are improving customer service this year.

Technology 159

Technology Self Service Customer Service Competitive Advantage 159

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? How do you ensure you aren’t frustrating customers with poorly designed IVR systems and chatbots?

Self Service 85

Self Service Chatbots Guidelines e-support 85

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 Many consumers face significant technical challenges as they set about smartening up their homes. That’s why many vendors are turning to self-service options for effective Smart Home support. Leading manufacturers are already making use of this technology.

Self Service 138

Self Service Technology Wireless eBook 138

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Discover Kayako Single View. Streamlined ticket management.

Case Study 287

Case Study Study Self Service Customer Service 287

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Infrastructure: Accelerated digital transformation.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. Improve support speed.

Chatbots 243

Chatbots Examples Self Service Customer Satisfaction 243

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading.

Self Service 88

Self Service Airlines Examples Interaction 88

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Kayako

APRIL 18, 2018

But this renewed interest in help centers and the job that they do is beneficial to both businesses and consumers. Companies are finally giving customers what they really want: fast, accessible self-service. While this technology is still not fully matured, it has already proven itself a viable pursuit.

Self Service 199

Self Service Examples Entertainment Consumers 199

Lumoa

APRIL 28, 2020

New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. Despite their best efforts, however, the number of consumers who complete the product registration process remains low.

Self Service 207

Self Service Consumers Analysis Brands 207

Uniphore

JANUARY 21, 2022

How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Healthcare consumers are overwhelmed and frustrated. Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place.

Contact Center 130

Contact Center Management Strategy Call Center 130

Kayako

JANUARY 24, 2018

We predict it’s the technology they choose that will reflect how close they want to get to their customers. Consumers want a messaging experience over live chat. Self-service will become a form marketing. There’s promises of bots connecting people to right humans when needed—and 86% of consumers expect this.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 233

Customer Service Strategy Self Service How To 233

eglobalis

SEPTEMBER 16, 2024

Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. Technologies such as automation, AI-driven insights, and omnichannel platforms are essential to optimize customer interactions across all touch-points. Invest in scalable technology that supports personalized, data-driven interactions.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

Vonage

OCTOBER 2, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435