Comm100

MARCH 20, 2024

Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. The rapid spread of misinformation through social media and other digital platforms has further eroded trust in government, making it difficult for citizens to discern truth from falsehood.

Government 78

Government Social Media Artificial Intelligence Legal 78

Comm100

JANUARY 7, 2020

We’ve summarized the key points of the report here, focusing not only on trends from 2019 but also on what we think will happen with live chat in 2020. Predictions for 2020: Based on this year’s report findings, we recommend that companies focus on three areas to optimize their live chat strategy in 2020: Use canned messages wisely.

Social Media 53

Social Media Start-ups Customer Satisfaction Omnichannel 53

Hodusoft

FEBRUARY 9, 2022

2020-21 saw most contact centers make a shift to cloud contact center software. The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Moving past the contact center technology trends 2020 , they will have to cater to this demand for omnichannel service.

Contact Center 98

Contact Center Technology Technology Social Media 98

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). And shift we did. Today digital banking is the norm rather than the exception and there’s no going back.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. 2) Natural language processing (NLP).

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

Uniphore

JUNE 16, 2021

What Your Call Center Agents Rant About on Social Media. Jacada’s Agent Assist is a powerful tool that harnesses the power of AI and RPA to work FOR your agents. 3 Ways to Boost FCR and Reduce Customer Churn with AI & RPA. and the 7 Surprising CX Insights They Reveal. Register Now. Your agents are screaming for help.

Contact Center 204

Contact Center Social Media NPS AI 204

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Jon Arnold, Technology Thought Leader, Analyst, and Speaker: “The two themes I cited here last year – messaging and AI – continue to dominate the contact center landscape. People buy from people.

Contact Center 121

Contact Center AI Technology Technology 121

CommBox

SEPTEMBER 13, 2021

Businesses are widely deploying AI-powered service chatbots to improve customer service and increase sales. In fact, between 2018 and 2020, the adoption of chatbots increased by 67%. Chatbots are AI-powered conversational assistants created to communicate with customers without human intervention. What are Chatbots? .

Sales 98

Sales AI Healthcare Omnichannel 98

Steven Van Belleghem

DECEMBER 3, 2019

In 2020 this trend of machines talking to machines – fridges telling virtual assistants to buy milk or printers notifying Amazon that they ran out of toner – and the according disintermediation of the active customer decision will only increase. Global spending on cognitive and AI systems will reach $57.6 The numbers are not lying.

Healthcare 52

Healthcare Customer Experience Non-Profits AI 52

Hodusoft

MAY 10, 2024

Furthermore, virtual contact center solutions are designed to enhance the customer experience by providing seamless omnichannel support across voice, email, chat, and social media platforms. Look for advanced capabilities like omnichannel support, predictive dialing, workforce management, and AI-powered features.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. AI is here to stay. Here’s what they said.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own. Highlight your most valuable customers on your social media and website.

Customer Experience 83

Customer Experience ML Social Media CX 83

Comm100

MARCH 23, 2022

Unlike banks, which profited over $147 billion in 2020 , money deposited at a credit union stays in the community and can create real change through local reinvestment. To provide their members with 24/7 support, Cabrillo Credit Union introduced Comm100 AI Chatbot in 2020. Adopt social media as a wider omnichannel strategy.

Social Media 92

Social Media Omnichannel Start-ups Technology 92

Logicalware

JANUARY 25, 2022

Without it, we wouldn’t have been able to send workers home in 2020 and continue operating throughout the lockdowns that followed. If cloud technology was the superhero of 2020, video was its sidekick. Automation & AI. So why is cloud still a technology trend in 2022?

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) Brand-related viral videos on social media have set new expectations about customer interaction amongst users. Offer Your Human Agents AI Assistance.

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center unifies all communication channels and allows customers to communicate with you however they prefer — whether that’s via phone, social media, email, text messaging, video, or live chat. For example, your contact center and marketing teams will probably both respond to social media posts by customers.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Fonolo

DECEMBER 12, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. 25 percent of customer service operations will use virtual customer assistants by 2020.

Artificial Intelligence 116

Artificial Intelligence CX Contact Center Machine Learning 116

Fonolo

MARCH 23, 2020

Bad service at a restaurant, being disconnected from a service call or a poorly directed commercial ad — all of these scenarios can lead to your business feeling the wrath of social media users at one point or another. Social media has allowed everyone to have a voice and they’re using it.

Social Media 67

Social Media Technology Technology AI 67

Lumoa

JANUARY 24, 2024

In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. Social Media Insights : Keep an eye on social media channels for both positive and negative mentions. AI-enhanced software can process huge datasets much faster than human workers.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Comm100

MARCH 13, 2023

The very best AI chatbots can resolve the majority of student queries without any human intervention. They introduced Comm100 AI Chatbot in 2020 within their Future Students department to help them connect with more prospective students and boost recruitment. “I Take Thompson Rivers University as an example.

Education 78

Education Social Media AI Customer Service 78

Comm100

SEPTEMBER 15, 2022

In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. Social media: Customers want to connect with companies through the most convenient channel. In 2020, 67% of consumers used social media for service-related needs.

Omnichannel 52

Omnichannel Customer Service Social Media Government 52

Customer Experience Matrix

DECEMBER 13, 2020

It seems just yesterday that we were impressed to hear that a company’s product was “AI-powered”. But AI continues to grow stronger even if it doesn’t get as much attention (which the truly paranoid will suspect is because the AIs prefer it that way). Back in 2018 we saw it at least as often as AI.

Social Media 122

Social Media AI Artificial Intelligence Government 122

Fonolo

NOVEMBER 30, 2021

If it’s too overwhelming for your agents to do both, you also have the option of investing in AI technology that can answer customer questions online or by text message. Social media channels. . These days, many questions and complaints come to companies in the form of social media comments and direct messages.

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Aquire

JANUARY 24, 2022

According to research , the global conversational AI market size is expected to grow from $4.8 billion in 2020 to $13.9 million in 2020 and is expected to expand at a compound annual growth rate (CAGR) of 24.9 In a 2019 CIO Survey, respondents identified chatbots as the main AI-based application used in their enterprises.

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Aquire

NOVEMBER 18, 2021

The influence of social media and social commerce. In 2021, US social commerce sales will rise by 35.8 Seventy-eight percent of consumers are more willing to buy from a brand and 77 percent will choose a brand over a competitor after a positive experience with a brand on social media. Sprout Social ).

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. In particular, AI technology — often in the form of chatbots — has proved invaluable in improving automation and self-serve options. The need for a flexible, digital approach is noticeable in the increased use of social media. Digital technology makes this possible. Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Social media. Contact center software vendors are increasingly offering modules that allow agents to manage interactions via social media sites such as Twitter and Facebook.

Contact Center 140

Contact Center VOC Social Media AI 140

Fonolo

FEBRUARY 6, 2020

In fact, by 2020, around 50 million consumers will opt-in to receive business SMS. Agents should be able to access a 360-degree view of any interaction in case a customer decides to pick up the phone or message via social media. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

Fonolo

MAY 16, 2023

According to Statista, there were over 175 billion customer service calls in the US in 2020. Artificial Intelligence and New Call Center Analytics There are also AI-assisted metrics that are shaking things up in the contact center. 3 Ways to Use AI in the Contact Center One of the most exciting new metrics is sentiment analysis.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

CommBox

OCTOBER 11, 2021

reached a new pick during the 2020 holiday season (November-December) – totaling $188.2 However, offline sales are losing their share – decreasing from 92% in 2015 to 82% in 2020. 59% of online purchasers are aware of social commerce. Ecommerce is gaining momentum, especially during holiday seasons. Online Shopping.

Sales 52

Sales Omnichannel Social Media Retail 52

Zendesk

JUNE 17, 2021

Social messaging alone saw a 110 percent jump in popularity compared to 2020, followed closely by a 75 percent increase for SMS/text. But customers appreciate email, live chat, SMS/text, and social media for other purposes. From social media to live chat, omnichannel integrates everything into one streamlined workspace.

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Comm100

DECEMBER 2, 2021

This will all change in 2022 as more organizations make the leap to AI. Year over year, chatbot use has increased significantly as technology and AI improvements have been made. Between 2018 and 2020, the adoption of chatbots increased by 67%. billion globally in banking. Save banks 862 million working hours. as add-ons.

Customer Experience 92

Customer Experience Omnichannel Machine Learning CRM 92

Comm100

JULY 11, 2019

Here’s the plain truth: as real and as revolutionary as the Internet was in the 90s, so will be the case for AI in the coming years, in what’s being hailed as the Fourth Industrial Revolution. AI-powered Chatbots. To be clear, there are chatbots and then there are AI-powered chatbots (read this to understand the difference).

Contact Center 48

Contact Center AI Artificial Intelligence Social Media 48

Zendesk

SEPTEMBER 27, 2022

These channels include phone, email, social media, chat, and instant messaging. The airline has long used Zendesk Suite , and it added Sunshine Conversations in January 2020 to be able to better handle WhatsApp conversations. Monitor social media. Use AI-powered bots. Provide self-service options.

CX 52

CX Social Media Transportation Omnichannel 52

Zendesk

APRIL 3, 2023

This includes in-store, ecommerce websites, social media, advertising, the metaverse, email, live chat, phone support, and more. Invest in artificial intelligence (AI) AI is omnipresent in the retail world, and for good reason. What is retail customer engagement? Customers don’t just shop in one way anymore.

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Comm100

JUNE 5, 2018

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. How AI can be Used in the Contact Center.

Contact Center 49

Contact Center AI Artificial Intelligence Machine Learning 49

Comm100

NOVEMBER 29, 2021

All the while, significant tech advancements were made, particularly within AI and automation. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS. The continued rise of chatbots and automation.

Customer Service 85

Customer Service Omnichannel Social Media AI 85