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News : Research Shows that Chatbots Deliver Speed, but Consumers Still Want Humans

#contactcenterworld, @CGSinc

New York, NY  August 27, 2018 -- 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. Despite today’s technology-dependent environment, the results showed that many consumers still prefer human agents to chatbots for their customer service engagements.

Key findings from the survey include:

Digital delivers speed, but many consumers still prefer human interactions

Approximately half of all respondents globally stated that they will turn to a chatbot for a quick customer service need, while another 25 percent will reach out via email or social. Moving beyond a simple customer service request, many consumers still prefer human agents to chatbots (nearly 50 percent of U.K. respondents and around 40 percent of U.S. respondents). With AI-powered solutions managing quick service requests, human agents can take a more strategic role in the contact center, focusing on detailed, complex customer inquiries.

Consumers want personalization with careful data management

With today’s customer experience aided by omnichannel accessibility, it’s no surprise that consumer expectations for personalized interactions are high. More than one-third of the respondents expect contact centers to have a full, detailed history of their past interactions when they have corresponded with them more than once. Yet, data security is equally important to these individuals: More than 50 percent of global respondents are very concerned about how contact centers are managing their data. Contact centers will need to balance the investment in the right solutions with staff training to ensure their customers’ data demands are met.

Generations are split on AI-driven service interactions

Many consumers feel that contact centers are moving too quickly to chatbot usage (55 percent of U.K. respondents and 45 percent of U.S. respondents). Surprisingly, nearly one-third of those respondents from both regions aged 18-24, felt companies were moving too fast. Contact centers must ensure they are catering to the needs of all generations by offering a blend of human and AI-driven interactions, especially with Gen Z entering their customer base.

"Consumer expectations are changing, and our global survey results reinforce that contact centers require a blend of human interaction with next-gen technology to ensure optimum customer experience," said Michael D. Mills, SVP, Global Sales, Contact Center division, CGS. "At CGS, we pride ourselves on providing our clients with the right teams and technology to support their business process outsourcing engagements and help them prepare for this new era of man and machine service."

#contactcenterworld, @CGSinc


About CGS:
Company LogoFor over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS employs more than 7,500 professionals across North America, Latin America, Europe and Asia.
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Today's Tip of the Day - Incentives

Read today's tip or listen to it on podcast.

Published: Wednesday, August 29, 2018

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 

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