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. With customer service such an integral part of an organization’s success, many companies are beginning to recognize the value of implementing advanced self-service technology in the contact center.

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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. With customer service such an integral part of an organization’s success, many companies are beginning to recognize the value of implementing advanced self-service technology in the contact center.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

Team Support

APRIL 6, 2021

While multi-channel, or omnichannel , is a term that's thrown around a lot these days, it's important to understand the difference between simply offering different channels for customers to use, versus making those channels unified so that each request is recorded and easily answered in one system.

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Self Service Omni-Channel B2B Multi-Channel 64

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. Don’t Forget The Human Touch: Free the time for customer service agents to focus on more complex or challenging interactions with customers, who are not able to self-serve.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

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Self Service Contact Center Knowledge Base Call Center 98

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

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.

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Self Service Customer Service Wireless Government 59

CSM Magazine

SEPTEMBER 20, 2021

The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Adding Knowledge Management makes Customer Self Service easier.

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Self Service Customer Service Management Knowledge Base 52

NICE inContact

NOVEMBER 2, 2020

Interactive voice response (IVR) systems are the gatekeepers to the contact center. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? As such, they set the tone for the entire interaction.

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Self Service System Contact Center Customer Engagement 156

Lumoa

APRIL 28, 2024

Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more. Their integration capabilities are extensive and designed to meet the complex needs of large organizations. Qualtrics and Medallia’s service model leans toward managed services rather than self-service.

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Self Service Customer Journeys Analysis Feedback 208

TechSee

SEPTEMBER 21, 2023

AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI. This is the vision behind Sophie AI, the world’s first multisensory AI platform for the enterprise.

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Meeting Self Service Contact Center Virtual Agent 109

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

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. 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.

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Self Service Employee Experience Knowledge Base Conference 59

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

Bold360

APRIL 20, 2021

The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX. The bank ‘heard’ these customer signals, looked at the online payment system and began fixing the issue.”

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

Avaya

APRIL 1, 2019

But first they must bypass the dreaded Pit of Misery, also known as the Interactive Voice Response (IVR) system. Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. Cue robot voice: “ Hello, thank you for calling EOL Corp.

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Self Service Contact Center CRM Connections 46

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. The answer is self-service systems that make it easy for consumers to ask detailed questions and get fast and accurate answers that ensure they are able to continue along the buying journey.

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Self Service Customer Experience Knowledge Base Consumers 58

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Whether you’re stationed in the office, working remotely, or constantly on the move, this system ensures you never miss crucial calls.

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System Communication Contact Center Self Service 103

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This AI-guided solution empowers fiber service providers to offer customers a seamless self-installation experience, reducing costs, accelerating activation, and improving overall satisfaction.

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Self Service Customer Service Representative Contact Center Customer Satisfaction 124

TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. Self Service.

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Wait Times Self Service Meeting Call Center 114

Calabrio

NOVEMBER 25, 2020

Contact centers have to adapt and continuously evolve in order to meet customer expectations. Self-service technology in particular is driving change, giving consumers even more control of their experience. This helps agents provide faster, more personalized services that meet customer expectations.

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Contact Center Self Service Analytics Banking 306

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. Typically, it uses pre-recorded voice prompts and touch-tone or voice recognition inputs to provide callers with self-service options. How Do IVR Systems Work?

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System Self Service Call Center Wait Times 52

InMoment XI

FEBRUARY 8, 2024

Cost Savings By optimizing staffing levels, implementing self-service options, and leveraging automation, organizations can achieve cost savings in their contact center operations. This is especially important in managing operational expenses while maintaining or improving service quality.

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Contact Center Multi-Channel First Call Resolution Social Media 260

COPC

FEBRUARY 19, 2016

utilize multiple channels, including self-service options. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels. This means that customer engagement must be connected and relevant between your assisted and unassisted (or self-service) channels.

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Self Service System Multi-Channel Contact Center 40

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

SurveySparrow

MAY 30, 2023

So, you’ve managed to sail the choppy waters of digital transformation and have successfully implemented a ticket management system in your organization. But here’s the million-dollar question: how can you accurately measure the success of a ticket management system? Final thoughts What is a ticket management system?

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System Measurement Tips Self Service 52

Vonage

APRIL 17, 2018

NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems. The results have identified five significant gaps between customer expectations and service that could be hurting your business.

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Meeting Self Service Brands CRM 120

InMoment XI

JULY 12, 2023

It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. Utilize customer relationship management (CRM) systems to store and analyze customer data, enabling personalized interactions.

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Customer Experience Strategy Self Service Customer Journeys 260

Grade.us

MAY 8, 2018

It's a common but unfortunate part of self-service marketing. They're responsible for sales and marketing, customer service and support, strategy and planning - all of it. When it comes to self-service marketing, these small business owners are exhausted, underpaid, overworked and hanging on by a thread.

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Self Service Marketing Management Strategy 38

Comm100

FEBRUARY 6, 2023

More self-service choices for the savvy clients Your customers are different. In CX, self-service is the aspirational experience where service is provided to clients with no friction points along their journey. Self-service makes the CX experience more interactive for the users and can save you tons of money.

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Financial Trends Self Service Customer Experience 191

Interactions

APRIL 16, 2024

In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. Think about the “robot speak” you’re forced to use when speaking to an automated phone system to allow the technology to understand what you’re saying.

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Customer Care Self Service Omni-Channel Metrics 62

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

NobelBiz

FEBRUARY 13, 2024

This transition is simply vital for call centers aiming to stay competitive and meet the evolving needs of their customers. As agents familiarize themselves with the information, the system efficiently manages the dialing process, initiating calls to prospects. These features range from managing calls to analyzing customer data.

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Call Center Self Service Software Contact Center 59

NobelBiz

APRIL 2, 2024

Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities.

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Contact Center Self Service Omni-Channel CRM 106

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment.

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Self Service Travel Knowledge Base Technology 207

TechSee

DECEMBER 11, 2018

For instance, customer satisfaction/retention-related initiatives that demonstrate a clear impact on retention rates, or self-service initiatives that drive a reduction in operational costs, or engagement/customer journey initiatives that clearly correlate with increased sales. Infrastructure: Accelerated digital transformation.

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Call Center Omni-Channel Self Service Strategy 182