NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. At the same time effective self-service benefits businesses, increasing efficiency and freeing up resources to focus on more complex, added-value interactions.

Self Service 92

Self Service Customer Satisfaction Resources Consumers 92

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

Self Service 88

Self Service Airlines Examples Interaction 88

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Share this page on: Tweet.

Self Service 63

Self Service Customer Satisfaction Resources Consumers 63

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

delighted

MAY 4, 2022

When your customers have questions, where do they turn? If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service? Why is customer self-service important?

Self Service 77

Self Service Knowledge Base Abandon Rate Resources 77

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 206

Financial Trends Self Service Customer Experience 206

CSM Magazine

SEPTEMBER 17, 2022

A website is one of the touchpoints where your customers can interact with your brand or business. It communicates all your products and services to them from a single click on your website. Afterward, provide solutions to the customers as promised on your website. Encourage Self-service Options Onsite.

Self Service 52

Self Service How To Infographics Omni-Channel 52

NICE inContact

NOVEMBER 1, 2017

Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. However, many fear that the cost to implement this kind of self-service may outweigh the long-term benefit.

Self Service 0

Self Service Contact Center Average Handle Time Call Center 0

NICE inContact

NOVEMBER 1, 2017

Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. However, many fear that the cost to implement this kind of self-service may outweigh the long-term benefit.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers.

Self Service 100

Self Service Customer Engagement Engagement Contact Center 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self Service 100

Self Service Contact Center Call Center Training 100

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Self Service 67

Self Service Contact Center Virtual Agent Chatbots 67

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 306

Contact Center Self Service Analytics Banking 306

ViiBE Blog

JUNE 1, 2021

For customer service, this logic also applies. Answer a customer’s query, and you’ve solved their problem for a day. Give them the tools to solve it themselves, and you’ve solved their problems for the lifetime of the product (or service.). That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. This is why QnABot also integrates with any other LLM using an AWS Lambda function that you provide.

Self Service 97

Self Service Contact Center Multi-Channel Knowledge Base 97

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. The fact that IVRs have been around for a long time and are widely used does not mean, though, that your customers actually like them. Offload Routine Interactions.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Similar to conversational chatbots, dynamic search bars leverage NLP technology to understand the customer’s unstructured search terms.

Self Service 52

Self Service Chatbots Knowledge Base Omni-Channel 52

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 179

Self Service Customer Service Strategy Omni-Channel 179

Bold360

APRIL 20, 2021

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. What did Bold360 customers learn?

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

Avaya

APRIL 1, 2019

There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass the dreaded Pit of Misery, also known as the Interactive Voice Response (IVR) system. Customer: “I have a question about my recent transactions.”. Your call is important to us.”.

Self Service 46

Self Service Contact Center CRM Connections 46

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Self Service 60

Self Service Exercises Analysis Call Center 60

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. Published in Provide Support Blog , 2018. Here are some examples. Lower overhead costs. Read more.

Self Service 53

Self Service Course Customers Communication 53

Customers That Stick

FEBRUARY 2, 2015

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. Photo credit (help): [link].

Self Service 60

Self Service Retail Insurance Policies 60

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. Why creating empathy in your customer service is so hard. blog post here ?on on the Enghouse Interactive blog.

Self Service 104

Self Service Trends Video Interaction 104

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

Self Service 63

Self Service Financial Banking Exercises 63

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 130

Contact Center Self Service Analytics Banking 130

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Yes, they cost a lot. Open your eyes to Visual Assistance .

Self Service 207

Self Service Innovation Analytics Transportation 207

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Chatbots are great examples.

Self Service 130

Self Service Consumers Customer Service Social Media 130

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., This tool can significantly enhance the citizen’s experience by providing quick answers to questions, reducing wait times, and making government services more accessible. You can read the full story here.

Government 203

Government Communication Self Service Chatbots 203

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 207

Chatbots Examples Self Service Customer Satisfaction 207

transcosmos Information Systems

MAY 10, 2017

Customers have grown accustomed to speed and immediate solutions because of the conveniences offered by technology today. In fact, many studies have shown that customers want their questions answered and their problems resolved quickly. Three out of ten customers that tweet support questions expect a response within 30 minutes. (

Self Service 59

Self Service Knowledge Base Social Media Study 59

Uniphore

OCTOBER 21, 2021

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. This empowers contact center agents to deliver highly effective, personalized and empathetic interactions. Enhanced Self Service with Multimodal Capabilities. PALO ALTO, Calif. ,

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

Talkdesk

JUNE 14, 2016

Good to see you, customer experience innovator. For you newbies, Talkdesk’s Customer Experience Weekly series explores all things customer experience. This week, we’re looking into self-service. This post is a great primer on the concept of self-service. The Problem with Self-Service.

Self Service 40

Self Service Customer Experience Knowledge Base Contact Center 40