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. But weve boiled it all down into this look at the reports key takeaways and breakdown of 2025s biggest contact center trendssourced straight from the experts on the ground.

Contact Center 130

Contact Center Self Service Report Trends 130

BlueOcean

APRIL 1, 2025

According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service. You’re not alone.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

eglobalis

JANUARY 20, 2025

Businesses can leverage AI and business intelligence platforms to deliver customized dashboards and real-time reporting. Sustainability reporting tools like Sphera or EcoVadis can help track and communicate environmental efforts. Similarly, AI-driven chatbots, such as Zendesks platform, enable quick resolution of common queries.

B2B 433

B2B Loyalty Loyalty Programs Innovation 433

Gainsight

DECEMBER 18, 2024

For every business today, the question isn’t merely about providing answers; its about creating an empowering self-service experience that propels customers toward achieving their goalswithout leaning on your team at every turn.

Self Service 52

Self Service Trends Chatbots Resources 52

Calabrio

APRIL 24, 2025

Read the full State of the Contact Center 2025 report. Chatbots & Voicebots for AI-Driven Self-Service Leveraging conversational AI and Natural Language Processing (NLP), intelligent chatbots and voicebots are transforming self-service. This fuels more insightful reporting and proactive strategies.

Contact Center 130

Contact Center Self Service Customer Experience Analytics 130

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. The self-service enabled by chatbots can help your business by reducing support costs.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

DECEMBER 9, 2024

Innovative In-Store Interactions: Gamified shopping and self-service returns transform mundane tasks into engaging experiences. Check out our 2025 Consumer Trends Report for deeper insights and practical guidance on navigating the future of customer experience. Smart recommendations can turn these efforts positive.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Kayako

JULY 28, 2022

According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email. Why do people prefer self-service? Are you ready to deliver Friction-Free Customer Service?

Self Service 290

Self Service Customer Service Management Knowledge Base 290

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. Yet, not all reports serve the same purpose. But, heres the challenge – not all CX reports are useful. The result?

Report 90

Report How To Effort Score NPS 90

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts.

Trends 109

Trends Self Service Omni-Channel Social Media 109

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 277

Ecommerce Self Service Analysis Knowledge Base 277

TechSee

APRIL 24, 2025

It’s a single solution that empowers your field technicians, remote agents, and AI-powered self-service channels to speak the same language: resolution. 50% of smart home device owners report WiFi-related problems​ These aren’t quick fixes. The Real Problem Behind Returns: Poor Connectivity The average U.S.

Self Service 109

Self Service Average Handle Time How To First Call Resolution 109

eglobalis

MARCH 30, 2025

For example, telecommunications providers track Twitter for outage reports or service complaints; a sudden cluster of angry tweets about network issues alerts them to a problem long before a formal survey would. With diverse data feeding in, companies report feeling less dependent on one metric.

Survey 334

Survey Banking NPS Effort Score 334

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

Kayako

MAY 4, 2022

Are you ready to deliver Friction-Free Customer Service? Discover Kayako Self Service. Gartner reports that 96% of customers experiencing high friction with a company are more likely to become disloyal, purchase less in the future, and spread negative information to discourage others from becoming customers. Feeling lost.

Self Service 295

Self Service Customer Experience Customer Journeys Study 295

Calabrio

MARCH 25, 2025

Empower Agents with Self-Service Insights Complement self-scheduling with accessible, self-service performance reporting that empowers agents without requiring data expertise. This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism.

Call Center 130

Call Center Measurement Self Service How To 130

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

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Kayako

NOVEMBER 22, 2017

However, in the excel/csv report you can optionally see partially completed responses. As a self-diagnosed busy person, I barely read half the words in any email I’m sent. Self-service is effective and efficient any time of the week. It’s not hard to self-serve when your support portal looks like this.

Self Service 240

Self Service Guidelines Social Media Knowledge Base 240

Help Scout

JULY 29, 2021

Cleverbridge’s FAQ uses role-based categories The first thing users see when they head to the Cleverbridge docs page is a notification that if they have a specific question for an order, they’ll need to report it elsewhere: .

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

Retently

MARCH 11, 2025

Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. Is there a product issue, a checkout frustration, or a service gap? Step 1: Are Customers Struggling with Self-Service?

Ecommerce 116

Ecommerce Self Service Customer Experience Management 116

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service.

Self Service 207

Self Service Innovation Analytics Transportation 207

Calabrio

MARCH 31, 2025

Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

ECXO

MARCH 6, 2025

A common win in B2B CX is providing self-service capabilities (like online order tracking, knowledge bases, or account management portals) that give customers more control and convenience in their dealings with the company. Meanwhile, complex or high-value discussions can be elevated to human experts who provide consultative service.

B2B 339

B2B Customer Journeys How To Effort Score 339

Storyminers

FEBRUARY 19, 2021

This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience. Click on the link at the bottom to read the full report. Read the full report here. Getting the latest information, statistics, and perspectives is time Dash consuming.

Report 162

Report Self Service Customer Experience Customers 162

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-Channel 118

Omni-Channel Self Service Trends Loyalty 118

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Deploying the LLM-powered QnABot can help you elevate the self-service experience for customers and employees.

Self Service 132

Self Service Contact Center Multi-Channel Knowledge Base 132

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Report Self Service Customer Service 207

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self Service 85

Self Service Management Contact Center ROI 85

Kayako

JUNE 9, 2022

To strengthen loyalty, companies are now shifting their attention to customers’ overall experience with the product or service, in other words, their customer journey. In fact, Salesforce reported that 80% of customers consider their experience with a company to be as important as its products. People like to help themselves.

Customer Journeys 292

Customer Journeys Self Service Touchpoint Customers 292

Kayako

APRIL 12, 2022

Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue. Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Gained self-service capability.

Case Study 296

Case Study Study Self Service Customer Service 296

InMoment XI

DECEMBER 3, 2024

Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195