TeamSupport

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

Zendesk

SEPTEMBER 5, 2023

Customers expect seamless and personalized interactions that can keep up with the fast-paced, interconnected landscape of today’s digital world. Businesses are delivering on these expectations by embracing omnichannel technology—the integration of communication channels into a single interface.

Contact Center 52

Contact Center Omnichannel Social Media AI 52

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Bottom line: Know your customer better than they know themselves.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 59

Artificial Intelligence Contact Center AI Omnichannel 59

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

ECXO

JULY 26, 2023

This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

Zendesk

OCTOBER 5, 2022

Meet your customers where they are, and be open to shifting tactics based on customer needs. Customers expect your software to be convenient and easy to use, and there’s no reason that your customer service should be any different. Customers’ needs and preferences are continuously changing. Learn more.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98