Talkdesk

APRIL 28, 2015

Thanks to the surge of the Internet—and the availability of customer reviews, corporate blogs and social media—today’s customer is “smart”. By that we mean that the customer has aggregated a myriad of information about your business, likely before ever interacting with one of your sales reps or call center agents.

Meeting 40

Meeting Multi-Channel Call Center Self Service 40

BirdEye

DECEMBER 22, 2023

It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. In this blog, we’ll cover what to look for in a small business phone system, which phone systems are the best for small businesses, and more.

System 109

System Self Service Analytics Communication 109

NobelBiz

MAY 21, 2024

Call Queue Management Effective call queue management minimizes wait times and ensures that customers are attended to promptly, reducing frustration and enhancing the overall customer experience.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. 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

Upstream Works

MAY 18, 2021

Consider call recordings, for example. With cloud, supervisors can get a full picture of all customer call recordings. Cloud has the capacity to use AI-driven automation to review all calls in real-time, enabling IT to produce richer and more accurate reports.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

Verint

SEPTEMBER 1, 2017

Learn more by reading the blog from Contact Solutions’ Andrea Katsivelis that highlights why the three P’s of business—people, process and product—are so critical.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

UJET

MAY 19, 2020

While it might not be possible to review them all, knowing the information exists and linking it can assist in an agent’s own self-service problem-solving skills. Call Recording, Monitoring, and Reporting. When agents are training, supervisors should record calls to check and review the interactions.

Training 82

Training How To Self Service Video 82

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Collect Important Support Data.

Customer Experience 72

Customer Experience Self Service CRM Call Recording 72

AWS Machine Learning

NOVEMBER 22, 2023

In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Reserve your seat now! In this workshop, learn how you can generate text in minutes using foundation models available through Amazon Bedrock in a responsible way. You must bring your laptop to participate.

Innovation 111

Innovation Training Contact Center Data 111

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

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms. Collect Important Support Data.

Customer Experience 63

Customer Experience Self Service CRM Call Recording 63

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

Avaya

MAY 20, 2019

Call recording? Self-Service Applications: The rise of self-service applications in the workplace has helped optimize agent productivity, reduce burnout, and increase overall engagement. The post Avaya and Verint: Two Market Leaders, One Incredible CX Strategy appeared first on Avaya Connected Blog.

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Natalie Petouhof

SEPTEMBER 26, 2016

While moving to Dialpad, the company was also able to shift a portion of its traditional help desk activity to a self-service and community-supported model. The company found employees could easily pick up how to use Dialpad because they were familiar with Google Apps for Work. WHAT YOU SHOULD CONSIDER IN CHOOSING NEW TECHNOLOGY.

System 40

System Communication Tools ROI 40

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. Dashboards are not made for self-service. Let’s face it.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Grade.us

MAY 28, 2019

It's most commonly used for blogging but supports other types of web content including media galleries and online stores. Agencies can use Snappa to create graphics for social media, ads, blogs, and more in seconds. Ecamm offers a LiveStreaming and Skype call recorder for the Mac. The one and only Wordpress. per user/mo.

Tools 37

Tools Marketing Social Media Advertising 37

Interactions

JANUARY 7, 2021

The initiatives include an increased need for automation and self-service, an increased focus on AI solutions for customer service, improved business continuity planning, and implementation of solutions that do not rely on the availability of human labor. “The Mary McKenna, Senior Director, Product Management.

Customer Experience 62

Customer Experience Customer Journeys Self Service Video 62