Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. At the same time organizations are facing a dramatic increase in the number of customer contacts they receive, across an expanding range of channels. Self-service systems provide the answer. Published on: June 15, 2016.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. Building the agility needed to support customers and employees as they shift to digital channels, especially in times of crisis, takes digital maturity.

Self Service 98

Self Service Strategy Multi-Channel How To 98

TechSee

APRIL 26, 2021

But with many call centers still adhering to a remote work model, call center management must work hard to ensure that the agents staffing the call centers feel engaged, filled with a sense of purpose and autonomy. Creating a visual interaction between an agent and a customer in need of assistance is the fastest path to success.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. For instance, according to Salesforce, 57% of users prefer online communication channels , while 83% expect immediate assistance when contacting a company. You can also view past orders, manage payments, and easily complete orders.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. Try not to prolong interactions or resolution times by providing extra services.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. However, adding new channels is not enough. Creating a self-service customer portal helps to avoid such situations.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

TechSee

DECEMBER 16, 2021

Digital-first interactions Helping customers from afar is nothing new. Rising demand for self-service Today’s on-demand generation will not be kept waiting. 86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels.

Call Center 124

Call Center Trends Self Service Contact Center 124

CSM Magazine

FEBRUARY 24, 2023

The Role of Technology in Enhancing Customer Support Strategies Technology has taken the business industry by storm and has changed the way it interacts with customers and has transformed customer support strategies. Be proactive: Anticipate customers’ needs and offer solutions before they ask for them.

Self Service 52

Self Service Customer Service Exceptional Customer Service Multi-Channel 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65

NICE inContact

JULY 24, 2019

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. And companies are starting to invest in supporting these agent-assisted and self-service digital channels.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

TechSee

AUGUST 26, 2020

For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels. Instead, employees are encouraged to deliver quality interactions that reduce customer effort. Improve self-service offerings.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

CSM Magazine

FEBRUARY 2, 2024

Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service. Founded in 1905, Benenden offers affordable healthcare cover to over 860,000 members.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

TechSee

SEPTEMBER 9, 2020

They want to communicate on their preferred channels, receiving personalized content and proactive services. Organizations are therefore leveraging data to deliver personalized one-to-one service, in line with current expectations and evolving needs, from raising families to special care. Core Challenges. The Visual Gap.

Management 145

Management Self Service Multi-Channel Video 145

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? Occupancy Benchmark Per Customer Service Channel. Service Channel Occupancy Rate Benchmark.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Happy or Not

OCTOBER 13, 2023

Holiday time customer service is your chance to shine and show your shoppers their presence and opinions matter. As the holiday season approaches, you’ll face many new challenges and great opportunities to make this experience unforgettable for everybody interacting with your business. But don’t worry.

Self Service 36

Self Service Tips Customer Service Multi-Channel 36

CSM Magazine

MAY 29, 2023

Responsive and Varied Support Channels Nowadays casino sites should prioritize offering responsive customer support through multiple channels. Grace Tennet, a content manager at New Zealand gambling source, insists that by keeping players informed and engaged, casinos establish a stronger connection and boost overall satisfaction.

Self Service 52

Self Service Engagement Multi-Channel Knowledge Base 52

CSM Magazine

APRIL 16, 2024

Multi-Channel Accessibility: Offering support across various platforms—be it live chat, email, phone, or social media—ensures that players can reach out via their preferred method. The path to extraordinary customer support in online casinos is multi-faceted. It could be the difference between a retained customer and a lost one.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

COPC

APRIL 13, 2022

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. In fact, 84% of customers say that their experience with an organization’s customer service department is important or very important in shaping their opinion of that organization.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Multi-Channel 52

Kustomer

JANUARY 7, 2024

Typically, the cost is based on the number of users and the volume of customer interactions. Ticketing system : A robust ticketing system organizes every customer interaction into a trackable ticket. Whether it’s Slack for internal communication, Salesforce for customer management, or Zapier for automating workflows.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

Inbenta

JANUARY 30, 2020

They can, for example, transform visitor servicing in touristic places after hours, when travelers are arriving at a destination and the visitor information centre is closed. Chatbots can be fine-tuned over time using the data collected through prior interactions with travelers. Collect data, obtain feedback and manage complaints.

Tourism 121

Tourism Chatbots Self Service Industry 121

BirdEye

MAY 31, 2024

However, the healthcare industry faces unique challenges in security, privacy, and data management, making it difficult to find the right webchat solution. Streamlined communication and reduced wait times : Crowded and chaotic waiting rooms are hard to manage and hamper patient management. However, it can do so much more.

Healthcare 73

Healthcare Tools Multi-Channel Omni-Channel 73

Gainsight

APRIL 10, 2023

It blends digital and human interactions and empowers users to self-serve by leveraging data-driven automations and centralized resources. Customer Expectations: Research shows certain experiences are actually more favorable via digital channels, and customers prefer to keep it that way.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

CSM Magazine

JULY 12, 2023

Sabio Group , the digital customer experience (CX) transformation specialist, has been selected by Davies , the leading specialist professional services and technology business, serving insurance and highly regulated markets, to support the transformation of its contact centre and CX technology infrastructure in a multi-year agreement.

Groups 52

Groups Multi-Channel Self Service Insurance 52

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Agents handle on average 170,000 contacts every week.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

Solvvy

SEPTEMBER 20, 2022

A customer service bot allows businesses to maintain their commitment to providing great customer service by helping deliver answers 24/7 across every channel. The best chatbots for customer service help customers resolve their issues without talking to a live agent—they “self=serve.”

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. Engaging customers through digital channels is no longer an option.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

SurveySparrow

JULY 27, 2023

Well, it’s all about leveraging the power of digital technologies and channels to enhance customer interactions, streamline processes, and create personalized experiences throughout the entire customer journey. This knowledge allows them to tailor their offerings and interactions to provide a top-notch experience.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

SurveySparrow

JULY 23, 2023

Customer experience (CX) trends are patterns or shifts in consumer behavior and preferences that significantly impact how businesses interact with their customers. The Omnichannel Experience: Beyond Boundaries The customer journey is not linear; it’s an intricate web of interactions spread across multiple channels1.

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. As self-service tools improve, customer adoption is rising. . Customers who simply demand faster and better support have become much more open to self-service options.

Self Service 52

Self Service Customer Engagement Trends Engagement 52

NICE inContact

OCTOBER 9, 2019

In this webinar, you’ll learn how you can take advantage of the CXone open cloud platform and to expand your capabilities with bot-assisted interactions and conversational cross-platform automation. Don’t miss this exciting webinar!

Self Service 136

Self Service Contact Center Customer Journeys Innovation 136

CSM Magazine

APRIL 14, 2021

Cloud-first workforce engagement management platform chosen to enable market-leading Digital Services company to flow workforce across contact centres, retail stores and at-home visits to be where their customers are. This self-service functionality gives staff more control of their work/life balance.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Telecommunications 52

CSM Magazine

JUNE 29, 2021

Move to Multi-Channel. It’s no secret that an increasing number of people are switching to online and mobile financial services. The main customer support channels are now: Live chat. The main customer support channels are now: Live chat. Offer Self-service. Video chat. Social media. Go Digital.

Financial 52

Financial Self Service Customer Service Social Media 52

Team Support

NOVEMBER 8, 2019

Here are five of the winning customer service strategies every business should be using: 1. Self-service. Videos can be useful in creating self-service content that demonstrates features and guides them through processes. A self-service solution is invaluable for reducing the amount of incoming tickets.

Customer Service Strategies 83

Customer Service Strategies Self Service Strategy Customer Service 83

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Bold360

AUGUST 18, 2020

As legendary management guru Peter Drucker once wrote, “that which gets measured, gets done.” Self-service tools help drive digital-first CE. While self-service tools may be handling more customer traffic, organizations continue to face challenges in retaining employees. More measurement supports strategy.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

NICE inContact

OCTOBER 22, 2019

It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. First off, some customers simply do not like the channel. Time takes its toll on your IVR system , just like on everything else.

System 120

System Self Service Contact Center Customer Satisfaction 120

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Start by understanding every interaction your business has with the customer at every point of their customer journey. Change Management.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52