Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Self-service has seen to that.

Self Service 100

Self Service Contact Center Call Center Training 100

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 306

Contact Center Self Service Analytics Banking 306

TechSee

FEBRUARY 12, 2019

Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self Service 111

Self Service Contact Center Banking Roadmap 111

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? You can find these insights by gathering and analyzing customer interaction, feedback and sentiment data.

Self Service 87

Self Service Chatbots Guidelines e-support 87

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester.

Self Service 98

Self Service Contact Center Knowledge Base Call Center 98

Interactions

JUNE 10, 2022

Today, automation in the contact center is a necessity. Customers are busy and self-service provides a fast and efficient way for them to get things done. Consumers also recognize the benefits of using automated systems. Efficiency and convenience are top themes in the self-service equation.

Self Service 62

Self Service System Consumers Multi-Channel 62

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. Let’s explore four proven methods of boosting call deflection: User-friendly self-service channels.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? However, many fear that the cost to implement this kind of self-service may outweigh the long-term benefit.

Self Service 0

Self Service Contact Center Average Handle Time Call Center 0

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? However, many fear that the cost to implement this kind of self-service may outweigh the long-term benefit.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. Vision: A key element for transforming contact centers .

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NobelBiz

APRIL 23, 2024

This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Legal and Ethical Considerations Debt collection agencies are bound by laws that protect consumers from abusive practices. This is why automation is especially transformative in contact centers.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers.

Self Service 100

Self Service Customer Engagement Engagement Contact Center 100

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 130

Contact Center Self Service Analytics Banking 130

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 246

Call Center Self Service Contact Center Case Study 246

NICE inContact

JULY 24, 2019

And companies are starting to invest in supporting these agent-assisted and self-service digital channels. The highest growth is expected in the areas of messaging and AI-driven self-service , offering consumers more ways to connect with companies so they can select their channel of choice for the type of problem/issue to address.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. billion by 2024.

Contact Center 156

Contact Center Technology Self Service Analytics 156

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

NICE inContact

APRIL 29, 2019

consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. So, why not?

Contact Center 149

Contact Center Self Service Net Promoter Score Call Center 149

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Self Service 59

Self Service Customer Service Wireless Government 59

CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Adding Knowledge Management makes Customer Self Service easier.

Self Service 52

Self Service Customer Service Management Knowledge Base 52

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Bold360

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. FAQ widgets bring your help center directly to your customer at the point where they need help. CSS Tools Go Beyond the Chatbot.

Self Service 52

Self Service Chatbots Knowledge Base Omni-Channel 52

Interactions

APRIL 22, 2022

Contact centers have been around for decades. They started as call centers as they were formed prior to the Web when the phone was the only alternative to an in-person conversation. Through the years, as the Web and e-commerce gained full adoption, click to chat emerged, and call centers evolved into the modern contact center.

Contact Center 62

Contact Center Self Service e-support Call Center 62

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. The post Can Artificial Intelligence Replace Contact Center Agents?

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Slash inbound inquiries with self-service.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Call Experts

FEBRUARY 17, 2022

If you want to make a change, consider hiring experts who can look at your entire process and implement award-winning contact center solutions. This article will dive into how you can improve your customer service. How to Use Contact Center Services Effectively to Improve Customer Service.

Contact Center 98

Contact Center Customer Service Self Service How To 98

Vonage

MARCH 26, 2018

But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Technology has altered customer service expectations forever. Today’s always-connected consumers are more adept at seeking out their own answers than ever. The rising cost of poor customer service.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159