Interactions

MAY 22, 2019

Book a hotel? With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. And when is comes to making direct contact with a travel and hospitality company, phone is still the preferred method. Self-Service is essential. Book flights?

Travel 61

Travel Self Service Hotels Hospitality 61

Interactions

MAY 22, 2019

Book a hotel? With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. And when is comes to making direct contact with a travel and hospitality company, phone is still the preferred method. Self-Service is essential. Book flights?

Travel 48

Travel Self Service Hotels Hospitality 48

CSM Magazine

OCTOBER 5, 2020

Our all-star speaker line-up boasts leaders from Frito-Lay , Verizon , Mastercard , Twitter , Nissan USA , Radisson Hotels , AT&T , Philadelphia Eagles , and many more of the USA’s most recognisable brands. Register for your free pass now and join us November 17th.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Bold360

OCTOBER 2, 2020

When customers call your contact center, call routing sends customers to the right department for their inquiry. Intelligent routing thus helps personalize the customer experience and expedite service. By the way, “call routing” can apply to any contact center channel, like live chat, messaging, or email.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

BlueOcean

NOVEMBER 29, 2023

The highest performing companies will ensure these disciplines coexist, transforming their contact centers (and much of their business) to maximize their business outcomes. And when customers express their gratitude for this level of service, agents can feel good about the impact they’re making.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Interactions

JANUARY 23, 2020

In the last few years, we have seen many Conversational AI vendors offering solutions and services to deliver enterprise virtual assistants, from DIY platforms to managed services vendors. Even when you think you are asking a simple question of the self-service system, you may hear “I’m sorry, I didn’t get that” more often than not.

Self Service 71

Self Service Chatbots Hotels Contact Center 71

ShepHyken

JANUARY 22, 2023

My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research. It starts with the important topic of keeping your best people.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Eptica

AUGUST 19, 2015

As companies can customize the applications it will be possible to extend the range of customer service functions it can carry out in the future – and its software enables it to understand human emotions by reading facial cues, learn about its environment, and then respond accordingly. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Bold360

NOVEMBER 18, 2019

take it one step further by integrating the bot with your order management system to resolve those inquiries directly through self-service. Contact Center. What’s more, by providing consistent and extensible information – in the contact center but also at brick-and-mortar locations (e.g.

Customer Journeys 40

Customer Journeys Self Service Contact Center Hotels 40

Clarabridge

MAY 10, 2018

From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business. And then they were motivated to put the products to use!

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Verint

APRIL 23, 2018

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. The $695 conference rate has been extended through April 27, so register today to secure your spot—and to sign up for a free subscription to Contact Center Pipeline ! It’s less than a month away!

Engagement 31

Engagement Conference Contact Center Hotels 31

ShepHyken

JANUARY 23, 2023

My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research. It starts with the important topic of keeping your best people.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

Thematic

MARCH 29, 2020

Contact centers, support & complaints. Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint. For example, it has insights into why customers might be contacting your costly contact center.

Feedback 111

Feedback How To Analysis e-support 111

Kustomer

NOVEMBER 25, 2021

And so, one of the things that we know is that customers, especially higher tier customers; think about airlines or hotels or other loyalty programs, have a sense of self-worth, often inflated, about how important they are to the company is really important to, even at a surface level acknowledge they’re treated differently.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. What do we mean by gold standard service?

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

Bold360

MARCH 18, 2020

Here are 5 steps to address the CX challenges from COVID-19: 1. Enable self-service. Now that customers are home and business is anything BUT usual, customers are reaching out to contact centers in droves. Here are some ways self-service can help: Dynamic search bar. Seamless transitions to agents.

Self Service 59

Self Service Knowledge Base Chatbots Healthcare 59

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

Kustomer

MARCH 12, 2020

And so, one of the things that we know is that customers, especially higher tier customers; think about airlines or hotels or other loyalty programs, have a sense of self-worth, often inflated, about how important they are to the company is really important to, even at a surface level acknowledge they’re treated differently.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

AWS Machine Learning

NOVEMBER 22, 2023

You marked your calendars, you booked your hotel, and you even purchased the airfare. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Also, hear how Flip AI built their own models using these AWS services. Reserve your seat now! Reserve your seat now!

Innovation 108

Innovation Training Contact Center Data 108

AWS Machine Learning

NOVEMBER 26, 2023

With these new generative AI innovations, you can create virtual assistants that feel more natural, intuitive, and helpful during text- or voice-based self-service interactions. This new generation of AI-powered assistants can provide seamless self-service experiences across a multitude of use cases.

Self Service 97

Self Service Chatbots Contact Center Training 97

TechSee

FEBRUARY 5, 2019

A greater pivot towards self-service is the natural outcome. Busy consumers will therefore come to demand greater synergy between service providers, ultimately enabling them to arrange their entire schedule from a single touchpoint.

Trends 173

Trends Customer Experience Self Service ROI 173

Pointillist

OCTOBER 22, 2018

At the end of my 5-day stay in a hotel, they asked if I enjoyed my stay and would recommend the hotel to my friends and family. Despite my positive comments and praise, this raises a red flag which merits an immediate follow-up on the hotel’s part. Calls to their contact center are recorded and randomly assessed for quality.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

Conference 36

Conference Engagement Entertainment Hotels 36