Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. 2 – “Digital Member Experience Services May Boost Plan Satisfaction” Victoria Bailey, HealthPayerIntelligence, September 2021. Learn More.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Uniphore

JANUARY 21, 2022

Advanced technology is making change possible. Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. In this way, technology can actually help “humanize” an often-impersonal dialogue. But does it have to be?

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Think Customers

APRIL 12, 2022

Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Deploy automation technology to enable capabilities such as self-service where it makes sense in the customer journey and make it easy for customers to reach a human when needed.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

Think Customers

OCTOBER 4, 2021

Chatbots resolve simple tasks faster and eliminate the manual associate responsibility to resolve issues by directing customers to self-service right from the start. Self-service is powered by intelligent automation capabilities that deliver seamless support, with skills-based routing to contact center associates only when needed.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Team Support

JUNE 3, 2020

In Part 2, we explore all of the self-service options available within the TeamSupport platform. At TeamSupport, we’re all about keeping our friends in B2B (business-to-business) customer support educated and up to date on technology trends that are focused on our industry. Help Yourself. Find them on the TeamSupport website.

Resources 64

Resources e-support Self Service Knowledge Base 64

Calabrio

JULY 29, 2016

Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. With the rise of omnichannel and self-service options for customers, First Contact Resolution (FCR) has become harder to measure.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Quadient

SEPTEMBER 28, 2020

Just as Covid-19 accelerated modernization that was already underway – from encouraging remote working, to making greater use of technology in healthcare – so it has increased the demand for rapid communications. . And telecoms shouldn’t be afraid to implement those new technologies or channels. . Customer Experience. Operations.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Self Service 62

Self Service Customer Service Banking Chatbots 62

TechSee

MARCH 19, 2018

In customer service, it helps the computer see the problem, as a true virtual technician. Deep learning-based object recognition offers incredible accuracy that makes object recognition a core technology for the future virtual technician as the ability to see the problem is essential to finding a rapid resolution.

Call Center 84

Call Center Self Service Contact Center Analysis 84

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Voice search is all this while also being accessible, easy-to-use technology. Voice digital assistant products provide other avenues of self-service. Trend 10: Digital Assistance—Voice Search.

Trends 52

Trends Self Service Effort Score Social Media 52

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. This is where “Systems of Listening,” and the technology to support them, come in.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Self Service 52

Self Service Average Handle Time Chatbots Automotive 52

Tricia Morris

AUGUST 11, 2015

Budget constraints (55%), outdated systems and technologies (45%), cultural resistance to change (38%) and lack of proper training (35%) round out the top obstacles cited when it comes to improving customer service quality. State of Multichannel Customer Service Report to view current customer expectations and preferences.

Government 40

Government Customer Service Self Service Customer Centricity 40

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! We have happier, better-trained agents working in a career where they make a difference.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the vendor have an existing and growing API system to best integrate with other technologies? Checking Integration Capacities.

Software 102

Software Customer Engagement Engagement Social Media 102

Uplight

NOVEMBER 27, 2017

Energy providers continue to digitize core aspects of customer service and operations, from web self-service and mobile to call centers and other support functions. However, new technologies and tools are helping utilities see past the complexities (glass half-empty) and grasp the potential opportunity (glass half-full).

Self Service 40

Self Service Customer Centricity Trends Call Center 40

ChurnZero

SEPTEMBER 30, 2021

It is an opportunity for you to engage with the client in a way that they want to engage with your product, and that’s more self-service. If they’re very good with technology, but they’ve never rolled out enablement playbooks, you may need someone on the team to help really understand the enablement of CSMs.

Customer Success 52

Customer Success How To Effort Score Sales 52

Bold360

FEBRUARY 16, 2017

With the help of Nanorep, a self-service solution fuelled by conversational AI can help you recognize trends in what your customers are looking for, enabling you to update your site with real-time dynamic FAQ or fix knowledge gaps for visitors to your site as well as your staff. Intent has never been clearer.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Bold360

MARCH 23, 2017

The advances that we see in technology and the projections for the future are all focused on making a better customer experience, and creating the ideal environment for engagement. When Intelligently Planned and Executed, Bots are Key to Successful Self-Service. You’re creating a happy and satisfied customer. Interested in bots?

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Avaya

MAY 20, 2019

Today’s technology must go beyond the basics to empower agents with the intelligence and efficiency they need to drive deeper customer relationships and feel more immersed and fulfilled in their roles. When thinking about Workforce Engagement , what comes to mind? Call recording? Quality Management? Workforce Management?

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Amity

JANUARY 11, 2017

Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software faster with confidence. What role does Customer Success play in developing the overall business strategy at test IO?

Customer Success 48

Customer Success Customers Software Self Service 48

Bold360

NOVEMBER 30, 2016

Chat bots, in their most basic form, aren’t really new in terms of technology, but chat bots are suddenly becoming massively popular thanks to massive adoption of messaging services like Facebook Messenger, and brands aren’t wasting the opportunity to get in on the action. More on those features later. Beep Boop HQ.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Vonage

DECEMBER 6, 2018

Self-service technologies such as chatbots offer customers 24/7 accessibility and businesses speed and scalability. Despite these benefits, a trusted human advisor still trumps a machine in the most difficult customer service scenarios. Channels supported. Concluding thoughts.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145