BlueOcean

APRIL 7, 2025

Consumers still overwhelmingly prefer human interactions, despite feeling increasingly comfortable with AI interactions, so technology shouldnt replace live agent support. Ideally, their experience with AI is in a similar industry vertical or service type to your own. What similar projects are you currently using AI technology for?

Contact Center 156

Contact Center Self Service Case Study Measurement 156

ECXO

OCTOBER 23, 2024

customer support has become a critical differentiator for organizations across industries. Gone are the days of lengthy wait times or generic responses. By leveraging AI-driven chatbots, businesses can offer personalized support at scale, reducing customer wait times and enhancing overall satisfaction.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Comm100

OCTOBER 13, 2024

The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. Gone are the days when people were content waiting for hours to get a response.

Self Service 130

Self Service Chatbots Social Media Customer Relationship Management 130

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Common CX Pain Points  Across various industries, businesses encounter recurring challenges in their customer experience operations. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

InMoment XI

DECEMBER 18, 2024

It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. A great example of this technology is InMoments Active Listening , which prompts customers with context-aware follow-up questions to capture meaningful feedback. What Is Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 22, 2025

At the same time, contact center operations have also taken on a new level complexity. 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

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Many clients now prefer to use this technology rather than visiting a branch, or even calling in. Wait times are key to any customer service team.

Banking 235

Banking Financial Data Wait Times 235

ShepHyken

OCTOBER 21, 2024

Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real-time. Self-service technology helps streamline interactions and solve issues quickly.

Self Service 85

Self Service Customer Experience Banking Wait Times 85

Uniphore

NOVEMBER 19, 2021

The amazing possibilities of technology are about to become even more amazing. Thanks to low code/no code technology, leaders can ask the technology to do what they need it to do–without relying on translating their needs through various layers. The Power of Combining Conversational AI and No Code/ Low Code Technology.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

Comm100

APRIL 26, 2022

When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. Unsurprisingly, much of this groundwork begins with adopting the right technology and providing a digital-first experience. Connect to citizens on their terms with live chat.

Government 246

Government Omni-Channel Wait Times Software 246

Comm100

MAY 20, 2022

Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. Lower wait times. Customer service expectations have never been higher.

Software 242

Software Wait Times Multi-Channel Consumers 242

Comm100

APRIL 22, 2021

From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. By 2025 the chatbot industry is expected to be worth $1.25 Read the full story here : ASEBP Reduces Wait Time & Improves CSAT with Comm100 Live Chat & Chatbot.

Chatbots 246

Chatbots Brands Wait Times Consumers 246

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Industry: Banking and finance. Industry: Healthcare. One of the best chatbot examples is from the healthcare industry. Industry: B2B. Industry: Education.

Chatbots 210

Chatbots Examples Customer Service Banking 210

Comm100

OCTOBER 25, 2021

Compared to telephone support, live chat gives customers more power over how they connect, and allows for a more efficient response, avoiding wait times and frustrating call transfers between agents. Powerful technology often comes with a steep price, but digital transformation of customer service can also save costs.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Social Media 246

Experience Investigators by 360Connext

JUNE 8, 2021

Look for customer experience trends across all industries. Almost without exception, most leaders tell me their industry is “unique.”. But there are absolutely trends you can apply to almost every industry. Don’t ignore something because it doesn’t apply to your industry, because eventually it will!

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Why is customer experience important in the insurance industry?

Insurance 111

Insurance Industry Customer Experience Self Service 111

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. This market growth is expected to continue, and the industry is estimated to reach $603.5

Healthcare 207

Healthcare Hospitality Call Center Guidelines 207

InMoment XI

OCTOBER 19, 2021

My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. call history, wait times, transfers, channel hopping) we can predict the level of effort the customer had to put forth to get their query resolved, all without a survey.

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

FEBRUARY 8, 2024

Increased Efficiency Contact center optimization focuses on streamlining processes, reducing wait times, and ensuring customer inquiries are handled promptly and efficiently. By reducing the idle in your case management , you’ll notice faster issue resolution times and a more agile contact center.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. However, every industry and its consumers have different needs and expectations. It also often means shorter wait times with the ability to offer chat concurrency.

Chatbots 241

Chatbots Knowledge Base Wait Times Survey 241

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. However, every industry and its consumers have different needs and expectations. It also often means shorter wait times with the ability to offer chat concurrency.

Chatbots 48

Chatbots Knowledge Base Wait Times Survey 48

Comm100

JANUARY 11, 2023

Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. An example of this is the automation of appointment reminders for patients in the healthcare industry. They can be configured to understand and answer hundreds of inquiries.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Comm100

MARCH 21, 2022

With digital channels and technologies built for the public sector and its specific needs, there are many strategies that can be adopted to improve service delivery in government. The most common example of this concept in action is one that everyone has been on the receiving end of – long wait times for services.

Government 234

Government Omni-Channel Wait Times CRM 234

GetFeedback

SEPTEMBER 2, 2019

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. Technology by itself is not the real disruptor. Our list of the top CX articles of 2019 covers all these topics and more. .

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Comm100

MARCH 16, 2022

With digital channels and technologies now available, government agencies can make great strides towards improving customer service, and do so: Securely Smoothly Incrementally and Cost-effectively. “On On the other hand, there is an immense opportunity to adopt new approaches and technologies to accelerate the change.” out of 10. .

Government 245

Government Customer Service Chatbots Effort Score 245

InMoment XI

OCTOBER 19, 2023

Contact centers work by routing customer inquiries to the most appropriate agents or channels, which enhances efficiency and reduces customer wait times. They rely on technology, such as Interactive Voice Response (IVR) systems, to automate responses and categorize customer requests, ensuring that they reach the right destination.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Comm100

JUNE 23, 2022

With sensitive records on hand and industry security requirements to follow, when higher education institutions select a live chat, privacy and security is essential. HIPAA – The security standard for the healthcare industry, protecting personal health information. Reducing wait times. Security & compliance .

Chatbots 245

Chatbots Self Service Video Wait Times 245

Comm100

AUGUST 10, 2022

Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. This is one of the key advantages of chatbots in customer service for cyclical industries. Better yet, customers waiting to speak with a human agent indirectly experience the benefits of chatbots too.

Chatbots 246

Chatbots Customer Service ROI Case Study 246

Comm100

FEBRUARY 21, 2023

Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more. Better still, customers who do need human support also experience lower wait times. from 2023 to 2030. So why all this interest?

Customer Service 236

Customer Service Chatbots Wait Times Industry 236

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. The future is, it seems, here at our fingertips.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. Healthcare contact centers play a crucial role in addressing a variety of challenges and problems within the healthcare industry.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Compare your score to industry standards (by region, country, industry).

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX Centric

JANUARY 4, 2021

There has been a lot of change in the Financial Services industry over the last 10 years. With the rise of Fintech technology and services, this environment is getting more and more competitive. Technology teams need to be equipped with the right processes, the right information, and supported by the right culture to be able to act.

Financial 98

Financial Technology Banking Customer Centricity 98

InMoment XI

JULY 11, 2024

It uses advanced technology to transcribe and analyze audio recordings. Contact center speech analytics specifically refers to the application of speech analytics technology in a call center environment. Speech analytics combines several advanced technologies to analyze spoken language. What is Speech Analytics?

Analytics 195

Analytics Contact Center e-support Healthcare 195