Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
Playvox
JULY 31, 2023
However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.
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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. The post Perfecting Self-Service at Work Means Perfecting the Employee Experience appeared first on Bold360 Blog.
Customers That Stick
FEBRUARY 2, 2015
In some cases, I would argue that self service is the best service. The increase in retail self-service options certainly has to do with management of labor costs, but it is most importantly a response to consumer demand. Blog customer-service-techniques customer self-service home depot self checkout'
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Uniphore
AUGUST 6, 2021
While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.
Ecrion
MARCH 19, 2019
The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Changing your policy management or core systems can be notoriously difficult. It can be very expensive to upgrade to a new system. Think evolutionary , not revolutionary.
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