NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. Invest in self-service capabilities so customers can get the answers they need without the assistance of a live agent.

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Talkdesk

MARCH 14, 2018

As Artificial Intelligence and self service merge to allow customers to meet more of their customer service needs on their own, the types of inquiries that require agent assistance are typically more complex and/or urgent. Talent Priority #2: Expanding training programs.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

Eptica

MARCH 11, 2020

Selon une étude de l'ARCEP, du CGE et de l’Agence du numérique menée en 2018, 75% des Français possèdent un smartphone et, plus généralement, 94% de la population dispose d’un téléphone mobile. Les jeunes générations sont moins friandes de l’appel et privilégient les solutions de self-service.

Self Service 75

Self Service Call Recording Communication Analytics 75

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Vonage

MARCH 26, 2018

For brands to compete – and win – in CX in 2018 and beyond, inside sales reps must focus on making strong emotional connections with prospects, and they must understand and document the emotions that are likely to drive the prospect to purchase. Building a personal connection.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40