Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Invest in your agents.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Natalie Petouhof

AUGUST 15, 2022

It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. “Listening” to customers and employees today can be complex.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Invest in your agents.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Invest in your agents.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

CSM Magazine

JANUARY 12, 2021

Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. About the Author.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Bold360

DECEMBER 22, 2016

This sophisticated bot has very robust speech analytics capabilities, yet remains very simple for the customer to maintain, enhance, and optimize, and provide full visibility for real-time insight into what people are asking. Learn how a customer service bot can help you improve customer retention and cx - download our free white paper!

Self Service 40

Self Service Customer Retention Feedback Engagement 40

Tricia Morris

AUGUST 11, 2015

Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments. Many government agencies have found a successful place to start in improving customer service is through knowledge , which serves two key purposes. Download the 2015 U.S.

Government 40

Government Customer Service Self Service Customer Centricity 40

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Only about a third of consumers are happy with their last interaction.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Totango

SEPTEMBER 22, 2022

Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. Evaluating : A user or company actively assesses the service, usually during a trial or freemium period. Analytics features let teams forecast pipeline growth. Primary users.

Tools 71

Tools CRM Analytics Advertising 71

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! They can capture 40-80% of customer interactions and solve them.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Comm100

FEBRUARY 7, 2018

Does the vendor support custom functions that go beyond traditional sales/marketing/customer service? Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content?

Software 103

Software Customer Engagement Engagement Social Media 103

Bold360

FEBRUARY 16, 2017

Your analytics and reporting might tell you that your customers are on your site every single day, at exactly what times of day or night, from specific locations globally or closer to home. While analytics are great for data, it is nearly impossible to derive intent from them in and of themselves, especially in a silo.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Bold360

MARCH 23, 2017

They take up no more room on our devices, and can be interacted with in the same way we might chat with our friends. But if you’re thinking about integrating them into your customer service strategy in the Age of the Customer, here’s what you need to know: Simplicity is Key. You’re creating a happy and satisfied customer.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Avaya

MAY 20, 2019

Here are just a few of the advanced capabilities that Avaya and Verint bring to the table: Voice of the Employee (VoE): Securely capture, analyze and store interactions to gain a deeper understanding of employee sentiment, stressors, and concerns (things that aren’t easily offered up in performance reviews or questionnaires).

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Bold360

NOVEMBER 30, 2016

Chat bots, for those of you who have heard the term and have a general idea of what it means but don’t yet have an in-depth understanding, can be described as a mini-app or a program that runs within another messaging system used by a company to interact with customers on the web. How will a chat bot impact the customer interaction?

Chatbots 40

Chatbots Strategy Self Service ROI 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62