Lumoa

SEPTEMBER 30, 2022

Plus, their customers are also two times more likely to try new products or services. . This new set of requirements included better digital features, the ability to handle a higher number of user inquiries, and new financial products. . Balancing Digitalization for Better Financial Relationships.

Banking 236

Banking Customer Experience Self Service Financial 236

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. 25% Lack of self-service options. And there’s no going back.

Call Center 246

Call Center Self Service Contact Center Case Study 246

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

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

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. Self-Hosted / On-Premise. Gaining Trust Through Data Security.

Customer Service 194

Customer Service Culture Effort Score Chatbots 194

TechSee

MARCH 7, 2022

In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand. The COVID-19 pandemic created a perfect storm that upended conventions and accelerated digital transformation. Download our eBook: What Self Service Will Look Like in 2025 .

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Uniphore

OCTOBER 21, 2021

Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction. Top enhancements and benefits of Uniphore’s CA platform include: Industry’s Most Advanced Agent-Assist Solution.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

Uniphore

JANUARY 21, 2022

These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. The global pandemic accelerated digital transformations across every industry, including healthcare.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Uniphore

NOVEMBER 11, 2021

In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

ShepHyken

FEBRUARY 12, 2024

What frustrations do customers face when dealing with customer service, and how can AI address them? What tools can be provided to improve employee satisfaction and performance in customer service? Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 No Vision, No AI, No Service.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 306

Contact Center Self Service Analytics Banking 306

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: With all the talk about AI, it’s refreshing that a major brand like Aflac is featured in an article where the first tip is “Don’t over-digitize.” Here are my top five picks from last week. Then Amazon Prime came along.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. 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.

Self Service 207

Self Service Innovation Analytics Transportation 207

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

ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. The point is, you can’t fight digital. . Most companies already have a digital presence.

Fashion 125

Fashion Self Service Interaction Airlines 125

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Omni-Channel 52

Omni-Channel Groups Self Service Customer Experience 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Comm100

MAY 16, 2021

In today’s digital world, power rests with the consumer. The best customer support software will connect all your key digital channels together into one platform, whether that’s live chat, email, social or SMS. Solution . A key reason why live chat is the most popular customer service channel is because of its speed.

Software 166

Software Knowledge Base Social Media Omni-Channel 166

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience? After all, you want to be where your customers are, right?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). SaaS: A no-code software solution to build your own Digital Instructors for customer support or employee training.

Contact Center 52

Contact Center Training Video Tools 52

Comm100

MAY 20, 2022

Customer service expectations have never been higher. To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. People expect fast customer service. Table of contents.

Software 180

Software Wait Times Multi-Channel Consumers 180

2020 Research

AUGUST 4, 2023

It’s crucial to partner with a research solutions provider that understands these variations and offers a range of support options to cater to your specific needs. Self-Serve: Grilled Cheese Style With all the ingredients ready and a working stove, you can whip up insights on your own.

Analysis 98

Analysis Consulting Groups Survey 98

TechSee

APRIL 17, 2022

The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Uniphore

AUGUST 6, 2021

David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. The New Normal. Compared to their engaged peers, disengaged agents are: 0 %. The results?

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

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

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

Self Service 207

Self Service B2B Video Contact Center 207

BirdEye

OCTOBER 11, 2023

Customers now expect insurance companies to offer a better customer experience , tailored advice, shorter wait times, efficient internet-based solutions, and more. IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Gainsight

APRIL 8, 2024

With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving.

Customer Success 52

Customer Success Training Engagement Customers 52

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Solution overview The following diagram illustrates the solution architecture.

Chatbots 93

Chatbots Self Service Omni-Channel Contact Center 93

CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses. From banking to utilities to services, not a single sector was spared from the downward trend.

Customer Satisfaction 52

Customer Satisfaction Self Service Customer Journeys Banking 52

ShepHyken

NOVEMBER 27, 2023

This shift allows customers to ask broader questions and receive accurate responses, improving the effectiveness of search platforms and thereby improving customer service. While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies.

Self Service 94

Self Service Customer Experience Chatbots Technology 94

TechSee

FEBRUARY 9, 2020

Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote video support technology allow contact center agents to see exactly what the customer sees. Is the solution designed for contact centers?

Video 124

Video Self Service Contact Center Knowledge Base 124