Contact Center, Leadership, Multi-Channel and Self Service

AI-powered contact centers | Steve Bederman on Engati CX Podcast

NobelBiz

FEBRUARY 10, 2023

Host: Since we’ve officially entered the connected era, how will the emergence of 5g and IoT empower contact centers? And do you think it will help in creating a refined Omni Channel experience? So do you see contact centers implementing more self service mechanisms? Host: Absolutely.

Contact Center

Contact Center Omni-Channel Self Service Multi-Channel

2022 Trends: Imagine the Future of Call Centers

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. . And they are also not as effective.

Call Center

Call Center Trends Self Service Contact Center

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

JUNE 30, 2016

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. You Still Need Analysts.

Contact Center

Contact Center Analytics Technology Multi-Channel

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service

Customer Service Contact Center Chief Customer Officer Call Center

The Contact Center’s Role in Building Self-Service Channels

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.

Self Service

Self Service Contact Center Examples Multi-Channel

Top Priorities in Customer-Centric Contact Centers

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Multi-channel usually includes voice, email, chat, SMS and even fax interactions.

Contact Center

Contact Center Customer Centricity Omni-Channel Chatbots

Encouraging Customers to Use Self-Service

Brad Cleveland Blog

FEBRUARY 1, 2017

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

Self Service

Self Service Customers Multi-Channel Contact Center

The Contact Center’s Role in Building Self-Service Channels

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.

Self Service

Self Service Contact Center Examples Multi-Channel

The Contact Center’s Role in Building Self-Service Channels

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. Further — and paradoxically — providing agent assistance when …

Self Service

Self Service Contact Center Examples Multi-Channel

The Contact Center’s Role in Building Self-Service Channels

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. Further — and paradoxically — providing agent assistance when …

Self Service

Self Service Contact Center Examples Multi-Channel

The Contact Center’s Role in Building Self-Service Channels

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. Further — and paradoxically — providing agent assistance when …

Self Service

Self Service Contact Center Examples Multi-Channel

The Contact Center’s Role in Building Self-Service Channels

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. Further — and paradoxically — providing agent assistance when …

Self Service

Self Service Contact Center Examples Multi-Channel

Encouraging Customers to Use Self-Service

Brad Cleveland Blog

FEBRUARY 1, 2017

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Self Service

Self Service Customers Multi-Channel Contact Center

Creating User-Defined Experiences—Why Avaya Oceana™ is a Big Deal

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Multi-Channel

Multi-Channel Self Service Social Media Chatbots

Encouraging Customers to Use Self-Service

Brad Cleveland Blog

FEBRUARY 1, 2017

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Self Service

Self Service Customers Multi-Channel Contact Center

Building a Customer Service Ecosystem

Brad Cleveland Blog

OCTOBER 20, 2015

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.

Self Service

Self Service Customer Service Contact Center CRM

Avoid This Customer Service Mistake with Matt Dixon

Kustomer

NOVEMBER 25, 2021

This was a multi-year, probably 10 year plus research effort. And the response from the leadership team was like we flew you all the way over here from the U.S. So given that I still think it’s right, I know repeat channel flipping is bad Matt. So, we basically found there were four pillars of low effort service.

Customer Service

Customer Service Effort Score Self Service Customers

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. Many of them have outsourced contact center operations and some have maintained in-house customer support.

Omni-Channel

Omni-Channel Customer Experience Multi-Channel e-support

A Comprehensive Guide to Customer Interaction Analytics

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

Interaction

Interaction Analytics Call Center Contact Center

Podcast: Stop Trying to Delight Your Customers with Matt Dixon

Kustomer

MARCH 12, 2020

Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. Consumers want to self-serve. They want to be in control and you want them to keep using your digital channels. Matt Dixon: (04:22).

Effort Score

Effort Score Self Service Customers Multi-Channel

Four Keys to Retaining Millennial Customers

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers.

Financial

Financial Industry Customers Self Service

Building Brand Engagement with Multichannel Services

Brad Cleveland Blog

OCTOBER 25, 2016

The post Building Brand Engagement with Multichannel Services appeared first on Brad Cleveland.

Brands

Brands Engagement Self Service Multi-Channel

Four Keys to Retaining Millennial Customers

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial

Financial Industry Customers Self Service

Four Keys to Retaining Millennial Customers

Brad Cleveland Blog

JUNE 2, 2016

The article focuses on the financial services industry, but the principles apply to many other industries. It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial

Financial Industry Customers Self Service