Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

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Self Service Contact Center Examples Multi-Channel 26

Lumoa

JULY 17, 2023

There are many studies that highlight consumers’ rising expectations regarding service quality. For instance, according to Salesforce, 57% of users prefer online communication channels , while 83% expect immediate assistance when contacting a company. Amazon is a prime example of a company that has mastered personalization.

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NICE inContact

NOVEMBER 20, 2017

They are often differentiated by the fact that a voice portal is expected to support automated speech recognition (ASR) and text-to-speech (TTS); IVR may only support dual-tone multi-frequency (DTMF, aka touch-tone®). The post Interactive Voice Response – What it is, What it does, Where it’s going appeared first on inContact Blog.

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NICE inContact

JULY 24, 2019

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. And companies are starting to invest in supporting these agent-assisted and self-service digital channels.

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Call Experts

JUNE 15, 2023

In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. The rise of contact centers for utilities marked a significant shift in customer service and support. When Did Call Centers Become the Standard?

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NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media. But what options should businesses offer?

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NICE inContact

OCTOBER 9, 2019

The post ‘What’s Next’ is Here Today: Integrating AI into CXone Solutions appeared first on NICE inContact Blog. Don’t miss this exciting webinar! Don’t miss this exciting webinar! Access CXone and Artificial Intelligence in Action.

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Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. Automated services like chatbots allow customers to schedule their own self-service appointments.

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Brad Cleveland Blog

AUGUST 22, 2017

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

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Self Service Contact Center Examples Multi-Channel 26

Brad Cleveland Blog

FEBRUARY 1, 2017

The post Encouraging Customers to Use Self-Service appeared first on Brad Cleveland.

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NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This transition, though challenging, is seen as positive, indicating the channel’s value and the consumer’s desire for SMS engagement.

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NICE inContact

JULY 5, 2019

1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

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Chatbots Self Service Contact Center Social Media 139

NICE inContact

OCTOBER 7, 2019

He details the five key transformations that will dramatically impact the customer experience space, including: Digital Artificial intelligence/self-service Analytics Workforce Cloud. The post 5 Paradigm Shifts Driving the Customer Experience Market appeared first on NICE inContact Blog.

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ShepHyken

NOVEMBER 29, 2019

Message bots to enable round-the-clock, multi-purpose customer service. Bots are probably the most versatile technology being used in modern customer service teams. They are useful when the customer service team is not available. Only less than 2% of its customers are directed to a customer service agent.

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Brad Cleveland Blog

DECEMBER 15, 2015

The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.

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Bold360

APRIL 12, 2021

As self-service tools improve, customer adoption is rising. . Customers who simply demand faster and better support have become much more open to self-service options. Self-service tools have become more widely utilized and also more user friendly, improving the customer experience (CX).

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NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Interested in learning more?

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NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

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Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

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Self Service Contact Center Examples Multi-Channel 26

Forcivity Salesforce

APRIL 1, 2022

Today’s tech-savvy digitally nomadic customers want access to their financial services from wherever they are. Engaging customers through digital channels is no longer an option. In today’s technologically advanced world, there is a need for integrated and easy-to-use fintech as part of the financial services customer journey.

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SurveySparrow

JULY 27, 2023

In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. It’s all about the interactions and touchpoints a customer has with a brand through digital channels. Is that the question lingering in your mind right now? Don’t worry.

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Bold360

AUGUST 18, 2020

Self-service tools help drive digital-first CE. The survey shows steady growth in the adoption of self-service tools: 68% of respondents say “they have [self-service] options including FAQs, knowledge bases, and/or chatbots, based on text analysis and capable of agent escalation where appropriate.”.

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SaleMove

JUNE 11, 2021

They may make noble efforts to provide varying forms of multi-channel support, but all too often these fall short as a result of disconnected, bolt-on, point solutions instead of optimized and unified parts of a holistic customer strategy. This fragmented approach typically results in suboptimal customer experience and satisfaction.

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Brad Cleveland Blog

SEPTEMBER 21, 2016

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

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Self Service Contact Center Examples Multi-Channel 26

NICE inContact

OCTOBER 22, 2019

It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. First off, some customers simply do not like the channel. Time takes its toll on your IVR system , just like on everything else.

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NICE inContact

SEPTEMBER 13, 2016

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. Think about your voice channel: is it your weakest?

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NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. At the same time, agents using live chat can generate revenue by identifying proactive service-to-sales opportunities.

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NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process.

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SurveySensum

SEPTEMBER 14, 2023

And that’s what we’re going to explore in this blog. 5) HelpStack Multi-Channel Support In-App Knowledge Base Customizable Widgets Contact their team Contact their team 3.9 (5) Effortless Integration Multi-Service Compatibility Real-Time Engagement Free trial available Starts at $29/month 4.3 (5) 5) Doorbell.io

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Tools Feedback Multi-Channel Social Media 52

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

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Self Service Omni-Channel Net Promoter Score Multi-Channel 72

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn.

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Brad Cleveland Blog

FEBRUARY 4, 2020

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels.

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Self Service Contact Center Examples Multi-Channel 20

NICE inContact

OCTOBER 18, 2019

Further evaluated on key capabilities and multiple contact centre use cases for product and service robustness, NICE inContact (CXone) received the highest scores in 4 out of 5 use cases in 2019 Gartner’s Critical Capabilities for Contact Centre as a Service.

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Kustomer

JULY 18, 2022

The demand for automation and self-service options in customer service is significant. In this blog, we’ll dive into the features of a modern CRM that you may be missing out on and ways to measure the success of your chatbot. Features of a Modern CRM and Chatbots. All chatbots are not created equally. Social Listening.

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NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? How about the latest digital channels? Are you being realistic about whether your customer service really satisfies your customers? Organizations’ perceptions about how they execute service don’t always align with consumers’ actual experiences.

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NICE inContact

OCTOBER 18, 2019

At NICE inContact, our focus is to help organizations of all sizes deliver those exceptional experiences no matter how their customers choose to interact with them – whether by chat, text, social media messaging, phone or myriad of other channels used around the world.

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NICE inContact

JUNE 30, 2016

Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together. They also come with the added benefit of an integrated CRM to make this multi-channel insight available in real-time to the people on front lines of customer support.

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