TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Think Customers

MARCH 2, 2023

The discount carrier now directs callers to its website, mobile app, social media, WhatsApp and chat. “It If it does work, we will start to see more digital-only models take hold as more companies seek that holy grail of lowering costs while elevating the customer experience.” Understand your customer and why they are engaging.

2023 52

2023 Contact Center Average Handle Time Roadmap 52

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. The utility sector has lagged behind other industries in making digital engagement a high priority.

Contact Center 71

Contact Center Virtual Agent Call Center Events 71

TechSee

OCTOBER 23, 2018

AI has the power to achieve mass personalization by harnessing huge amounts of data from multiple data sources and uncovering patterns in customer behavior. AI uses interaction history to develop a specific profile of each customer, allowing them to deliver high levels of personalization in customer engagement.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

CSM Magazine

JUNE 12, 2020

Support channels enable businesses to provide customers with information, solve problems, and respond to complaints. While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Calabrio

JANUARY 6, 2016

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. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. Prediction #5: Customers live and buy in an omni-channel world.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. times the amount of people using social media. Source: Activate.

2018 40

2018 2017 Customer Service Social Media 40