Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer experience over the next 12 months, according to the latest research from Aspect Software. Continue reading New research reveals the top contact centre technology trends over the next 12 months →

The results of a large-scale study of more than 36,000 consumers in 18 countries by Verint®, The Customer Engagement Company™, and carried out in partnership with Opinium Research LLC, reveals that more than 70% of consumers stated there has been an increased use of automation technology—such as artificial intelligence (AI) and robots—in their workplaces. Continue reading Global Research Commissioned by Verint Shows Consumers Becoming More Comfortable with Automation in Work Environments →

Financial service providers rely on incentives to motivate, increase productivity, and reward their employees. According to Auriemma Consulting Group research, 83% of financial service providers use incentives for agents and 67% for team leaders. However, the future of incentives may be in jeopardy. Continue reading How incentives shape the future of bank contact centres’ culture, says Auriemma Consulting Group →

Contact centres play a critical role in a retailer’s success. Professional agents who are well integrated with the company have a significant impact on sales, customer satisfaction, and loyalty. At the same time, advances in digital technology and artificial intelligence are broadening the role of contact centres in providing customer service across the customer service journey. Continue reading Retail Report: 80% of Retail Customers First Try to Resolve Their Issue Online Before Contacting Customer Service →

A new study released, “Investigating the Customer Support Persona,” found that while customer support teams are staffed by professionals who feel dedicated to their jobs, the complexity of the software and applications they use for their role makes it difficult for them to perform their tasks optimally. Continue reading Study Finds 97 Percent of Customer Support Agents Say They Worry About Ability To Deliver Superior Service →