Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

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Self Service Airlines Examples Interaction 89

NobelBiz

APRIL 3, 2023

Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

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Self Service Contact Center Knowledge Base Omni-Channel 52

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Published on: October 13, 2020.

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Self Service Customer Satisfaction Resources Consumers 63

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. At the same time effective self-service benefits businesses, increasing efficiency and freeing up resources to focus on more complex, added-value interactions.

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Self Service Customer Satisfaction Resources Consumers 92

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Don’t forget bot installation cost.

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Self Service Chatbots ROI Return on Investment 116

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. for self-service. Published on: November 27, 2019.

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Self Service Knowledge Base Leadership Consumers 97

Calabrio

JUNE 13, 2017

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. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

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Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

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. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

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Self Service Contact Center Call Center Training 100

Calabrio

JUNE 13, 2017

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. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

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Self Service Contact Center Call Center Training 100

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Armed with data about this high volume, low value call type, you would be able to consider automating it in order to save time and resources. Think about it this way.

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Self Service Contact Center Average Handle Time Call Center 0

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Armed with data about this high volume, low value call type, you would be able to consider automating it in order to save time and resources. Think about it this way.

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Self Service Contact Center Average Handle Time Call Center 149

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. Keep Your Customers Amazed. Why you need to give consumers channel choice to drive engagement.

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Self Service Interaction Multi-Channel Customer Service 79

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. These virtual agents can automate routine tasks as well as seamlessly elevate complex interactions to a live agent.

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Self Service Contact Center Virtual Agent Chatbots 68

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.

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Self Service Engagement Banking Comparison 52

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. Human: Can it integrate with my CRM?

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Self Service Contact Center Multi-Channel Knowledge Base 103

CSM Magazine

MARCH 30, 2022

Most consumers are ready to swap customer service calls for digital self-service in the wake of their experience during the pandemic, according to new survey findings released by Macro 4. Allum said, “Self-service can play an important role by providing reassurance and clarity surrounding bills and how they are calculated.

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Self Service Customer Service Wireless Government 59

transcosmos Information Systems

FEBRUARY 17, 2017

That’s why the customer service industry has decided to open their options to self-service support. Self-service support has risen to the occasion because people have become more mobile and tech-savvy, and customers have grown high standards and expectations when it comes to customer service.

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Self Service Customer Experience e-support Customer Service Representative 85

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. Check out this resource that outlines the 7 steps for implementing a closed loop system ! Follow up with employees, too! Not sure where to start?

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Contact Center Self Service How To Call Center 486

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.”. CSS tools must also work well with human service agents. Brands must offer consistent content and experiences no matter the service channel.

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Self Service Chatbots Knowledge Base Omni-Channel 52

Comm100

MARCH 20, 2024

There’s often a gap between what the public expects and what government can deliver, due in part to resource limitations, legal constraints, and bureaucratic processes. Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust. You can read the full story here.

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Government Communication Self Service Chatbots 188

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. You need to understand the most important touchpoints and interactions.

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Customer Experience Strategy Self Service Customer Journeys 260

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

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Self Service Customer Journeys Analysis Feedback 208

CSM Magazine

FEBRUARY 10, 2021

Macro 4’s new out-of-the-box self-service portal caters to rising demand from companies that are fast-tracking digital initiatives. . The new Columbus portal allows businesses to avoid the effort, costs and risks of using an internal or external web development team to create their own self-service portal from scratch.

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Self Service System Resources Software 59

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. Companies did this by employing the dreaded Interactive Voice Response (IVR) systems that we are all familiar with. Today’s A.I.

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Self Service Customer Change Chatbots Call Center 69

Uniphore

AUGUST 6, 2021

Alliander Uses Visual IVR to Improve Millions of Interactions. Jacada designed the Customer Assistant solution around eight of Alliander’s most common use cases that connected users with the self-service resources they needed. OUR APPROACH. Only then would an agent be utilized if a solution couldn’t be reached.

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Interaction Self Service Contact Center System 130

Bold360

JANUARY 5, 2017

As well as you may have planned, surviving this period in which interest soars and your employees and resources are taxed and tested takes a toll and points out where your weak spots still are, and how you have to improve if you want to stay competitive. Swim laps around competitors with intelligent self-service for improved cx.

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Self Service e-support Travel Customer Service Strategies 65

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert.

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Self Service Innovation Analytics Transportation 207

Beyond Philosophy

MAY 25, 2022

In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions. 14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers. How can we help?

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Contact Center Interaction Self Service Consulting 148

Inbenta

DECEMBER 21, 2023

The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. In most instances, Horizn has shown to reduce agent escalations in favor of self-service in 80% of cases.

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Self Service Interaction Chatbots Touchpoint 52

Solvvy

DECEMBER 23, 2019

Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! “Being recognized as a leader in customer self-service not once, but twice in a row, is an honor,” said Mahesh Ram, CEO of Solvvy.

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Self Service Technology Chatbots Report 62

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Self-service platforms.

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Omni-Channel Self Service Customer Service Virtual Agent 359

Martin Hill-Wilson

AUGUST 9, 2016

What’s left of a thirty year industry after everyone has followed everyone else and discovered people are no longer required for the majority of service interactions? Life’s busy enough with all the dextrous plate spinning entailed in running customer service when it’s primarily resourced through live assistance.

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Self Service Omni-Channel Course Culture 64

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

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Self Service System Knowledge Base Multi-Channel 48

TechSee

DECEMBER 10, 2019

Finding out how to reduce call center volume by deflecting those simple interactions to alternate service channels translates into major savings for contact enters. Call Deflection is the process of routing a customer enquiry to an alternative service channel. When self-service fails. What is Call Deflection?

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Call Center Self Service Contact Center How To 136

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. More self-service choices for the savvy clients Your customers are different.

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Financial Trends Self Service Customer Experience 191

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

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Call Center Self Service Strategy Contact Center 196

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

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Self Service Report Analytics Tools 16