CGS, a global provider of business applications, enterprise learning and outsourcing services announced the findings from its 2018 Global Consumer Customer Service Report of more than 500 U.S. and U.K. individuals, ages ranging from 18 to over 65. The survey looked at consumer preferences for customer service engagements, specifically chatbot usage. Continue reading CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience →

The ‘gig economy’ is becoming increasingly popular and customer service agents are looking to get in. According to Aspect Software’s second annual 2018 Agent Experience Index, customer service agents might be the next wave of workers who want the option of an ‘on-demand’ job. Aspect’s research found that 40 percent of customer service agents surveyed would be interested in pursuing an ‘on-demand’ job, with 51 percent of young millennials/GenZ expressing interest. Continue reading Gig economy on the rise: customer service agents show strong interest working as on-demand agents →

Customer service agents are increasingly optimistic about working with and alongside chatbots in the contact centre and see big potential to improve their skills and advance their careers, according to the final phase of the 2018 Aspect Software Agent Experience Index survey. Sixty-seven percent of all agents, and 73 percent of Young Millennial/GenZ agents (age 18-24) said if AI were to handle simple customer questions and tasks, and leave agents with the more complex queries, they will have a greater opportunity to shine for management, a nearly 10 percent increase from 2017. Continue reading Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service →

New research commissioned by managed services provider Claranet has revealed that there is significant appetite for embracing a DevOps approach to services at businesses across Europe, with many looking to scale up their efforts as part of a wider application-first philosophy. Continue reading DevOps adoption will accelerate over the next two years as businesses focus on application-centric approaches, finds Claranet →

Nintex released new research that shows company decision makers prioritize improving the customer experience (48 percent) first and foremost over the employee experience (29 percent) when budgeting for digital transformation technology purchases. Continue reading Customer Experience Is Primary Driver of Decision Makers’ Digital Transformation Purchases →

The Gig Economy is becoming increasingly popular and customer service agents are looking to get in. According to Aspect Software’s 2nd annual 2018 Agent Experience Index, customer service agents might be the next wave of workers who want the option of an ‘on-demand’ job. Continue reading Gig Economy on the Rise: Customer Service Agents Show Strong Interest Working as On-Demand Agents →