Tricia Morris

MAY 18, 2015

According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Who’s your brand or organization’s change agent for customer service? ———————————————. But adapting to this change continues to prove challenging.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Win the Customer

DECEMBER 15, 2015

The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015. Tomorrow’s how-to content will become increasingly virtual with brands developing agents to analyze and digest complex information.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

ShepHyken

DECEMBER 8, 2017

This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation. But how do we make this transition? Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Tricia Morris

OCTOBER 28, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone. Self-to-Assisted Escalation.

Self Service 40

Self Service Virtual Agent ROI Tips 40

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