COPC

JULY 25, 2022

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar.

Self Service 81

Self Service Customer Success Contact Center Chatbots 81

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

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

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

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

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

Self Service 68

Self Service Contact Center Virtual Agent Chatbots 68

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

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

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.

Self Service 101

Self Service Contact Center Multi-Channel Knowledge Base 101

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.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

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

Russel Lolacher

MARCH 29, 2021

SMS self service is no different. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. Self-Service: allowing customers to report stolen bank cards. Self-Service: report a problem with campus facilities.

Self Service 52

Self Service Engagement Banking Comparison 52

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

Contact Center 148

Contact Center Interaction Self Service Consulting 148

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

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This all leads to cost savings in your contact center. You’re lowering call volume.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. What your agents like the most working in contact centers is helping customers. These are just starters.

Contact Center 156

Contact Center Self Service System Training 156

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

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

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Contact Center 75

Contact Center Management Effort Score Call Center 75

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. What your agents like the most working in contact centers is helping customers. These are just starters.

Contact Center 136

Contact Center Self Service System Training 136

NobelBiz

APRIL 23, 2024

Automated reminders, payment notices, and self-service payment options empower debtors to fulfill their obligations at their convenience, fostering a sense of control and cooperation. This is why automation is especially transformative in contact centers.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

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.”. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center.

Self Service 52

Self Service Chatbots Knowledge Base Omni-Channel 52

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

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

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. According to TSIA, customers prefer self-service to phone and email – and this gap is only continuing to grow.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 95

Contact Center Self Service Resources Average Handle Time 95

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

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. Now more than ever, customers want fast and efficient service.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

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

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. unemployment rate was 5.4% Don’t despair.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

TechSee

APRIL 17, 2022

According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information. Beyond frustrating the customer, this wastes valuable resources, irritating agents, increases average hold time, and lowers overall efficiency. .

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

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