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. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

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. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

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. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

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

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. 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.

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! We have happier, better-trained agents working in a career where they make a difference.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

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

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the CRM software vendor offer a self-service customer portal where customers can pay invoices, view support tickets, and collaborate with your company?

Software 103

Software Customer Engagement Engagement Social Media 103

Bold360

MARCH 23, 2017

As VentureBeat advise, “This may take more than the simple automated responses that a lower-tech bot can provide and may require a messaging platform that is integrated with customer records and leverages powerful automation, analytics, and integrations.”. When Intelligently Planned and Executed, Bots are Key to Successful Self-Service.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Avaya

MAY 20, 2019

Speech and Text Analytics: Analyze what’s happening in customer conversations—be it voice- or text-based—to uncover where agents are struggling with things like limitations in applications, procedures, policies or anything else that prevents them from being the best they can be. Stop by our booth to engage and learn!

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

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

Bold360

NOVEMBER 30, 2016

Detailed reports and analytics – insights on outcomes from conversations, conversions, and other data. There are multiple platforms for developers to build their own bots, like Wit.ai , Motion.ai , or Chatfuel , as well as platforms offering chat bot integration as a component of self-service software or customer support solutions.

Chatbots 40

Chatbots Strategy Self Service ROI 40