AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. Launch the stack.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

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

AUGUST 16, 2019

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. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

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. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

Self Service 59

Self Service Customer Service Wireless Government 59

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Managing Routine Inquiries.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

NICE inContact

MAY 8, 2019

Are you being realistic about whether your customer service really satisfies your customers? These are questions that keep contact center leaders up at night. One gap: Contact center leaders underrate the quality of service being delivered by their agent-assisted phone channel.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

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

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

NICE inContact

AUGUST 16, 2019

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. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

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

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. Gone are the days of complex downloads and external tools – this makes visual assistance smoother and more user-friendly for everyone involved.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Those customers who needed further assistance were directed to a live video chat with a contact center agent.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. When self-service fails. What is Computer Vision AI?

Call Center 136

Call Center Self Service Contact Center How To 136

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. 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.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. No Vision, No AI, No Service.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

Comm100

JUNE 5, 2018

How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out. Advancing Customer Service.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. We surveyed over 900 decision makers in the contact center to get their opinions, and we compared these perceptions to what consumers say.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. As part of AWS CCI, Genesys Cloud integrates with Amazon Lex, which enables self-service, intelligent routing, and data collection capabilities.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. 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.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. 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.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Kustomer

JUNE 3, 2020

Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold standard. Customer service agents can help do just that, through both proactive and reactive support.

Contact Center 52

Contact Center Self Service Data Omni-Channel 52

Talkdesk

SEPTEMBER 16, 2020

Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.

Virtual Agent 115

Virtual Agent Call Center Self Service Contact Center 115

TechSee

JULY 18, 2019

Shoddy self-service – call deflection to self-service ensures customers receive the answers they are seeking in the most efficient manner, while reducing the number of inbound calls routed to human agents. Robotic service – no one likes to feel like they’re just a number or receive “generic” service.

Self Service 207

Self Service Customer Experience How To Contact Center 207

TechSee

FEBRUARY 9, 2020

Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote video support technology allow contact center agents to see exactly what the customer sees. Is the solution designed for contact centers?

Video 124

Video Self Service Contact Center Knowledge Base 124

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. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. Download the full Gartner MQ report.

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. ViiBE Blog.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

TechSee

NOVEMBER 26, 2019

Consumers’ growing demand for visual self-service. Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation.

Self Service 104

Self Service Consumers Survey Contact Center 104

TechSee

MAY 29, 2018

They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The following article is the introduction to our contact center KPIs on visual support series. Customer Service KPI #1 – NPS (Net Promoter Score). The Rise of Visual.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NICE inContact

OCTOBER 11, 2019

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. True omnichannel experience allows customers to move seamlessly across an organization’s service channels. You can learn more by downloading our free eBook today.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

TechSee

NOVEMBER 27, 2018

This has proven to be especially beneficial in the areas of field service, contact centers and self-service. . Field service. This explains why best-in-class field service organizations are 72% more likely to utilize visual collaboration tools such as AR, over their peers. Contact Centers.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Uniphore

MARCH 17, 2017

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. Read More.

Self Service 173

Self Service Engagement Contact Center Customer Service 173

NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Also, by concentrating on current customers, you can make the most of contact center interactions. What can you do when revenue targets keep increasing but your budget stays the same?

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

TechSee

NOVEMBER 11, 2019

That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Self Service 138

Self Service Technology Wireless eBook 138

NICE inContact

JUNE 14, 2017

More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Only 42% of respondents indicated that they were satisfied with their last service interaction.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145