Mobile Phones Aren’t Even Phones Anymore

This guest post is written by Olga Grigorenko, a freelance writer for Fueled.

We can all remember the days when we memorized our friends’ numbers, carefully recorded new contacts in address books, and coquettishly wrote down our digits on party napkins. Telephones were lifelines and phone calls were indispensable. But then mobile phones happened, and our means of communication changed drastically. Exchanging contact information became far more simplified and reaching anyone over the phone became significantly easier. Phone calls could now be made on the go – anywhere, anytime.

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Year End Review: Customer Service Trends in 2015 and Beyond

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.”

This year, that couldn’t be further from the truth.

That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM integrations, texting–all were major customer service trends in 2015.

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Contact Centers Will Go Digital By 2017

Contact centers need to get ready to get digital.

According to the 2015 Global Contact Centre Benchmarking Report by Dimension Data, digital interaction will outpace voice interaction within the next two years. Digital interactions currently comprise 35% of customer interactions: this includes IVR, text messaging, mobile applications, social media, websites, and more. This is in line with customers’ demand for a seamless omnichannel experience, one that’s more contextualized and personalized on every channel.

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Self-Service: The Next Channel You Can’t Ignore

Self-service has been around for generations, from the advent of personal shopping in grocery stores to the global presence of ATMs. But it was really in the last quarter century that self-service hit its stride, thanks to the rise of the Internet. Customers can solve their own problems or answer their own questions thanks to the ubiquity of this technology.

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8 Important Text Trends of 2014 (and Beyond)

In December 1992, 22-year-old Neil Papworth sent the first ever text message, appropriately saying “Merry Christmas.” Papworth and coworkers had originally conceived text messaging as an internal communication tool, but providers soon found a way to monetize texting with paid messaging plans.

Teens and young adults were the first to adopt the technology in the 1990s, enjoying the ability to communicate without their parents understanding. Since then, text messaging has exploded in popularity among all ages. Over 93% of millennials text, but so do 68% of baby boomers. Texting isn’t strictly a young man’s game.

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Year End Review: Customer Service in 2014

When you think of customer service in 2014, chances are the first thing your mind jumps to is the horrific Comcast service call. But 2014 was actually a great year for customer service: omnichannel service picked up steam, customers had more ways to solve problems than ever, and contact centers started implementing new, useful channels.

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