eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Companies that invest in predictive analytics and AI in systems such as CDPs and other many technologies available today to anticipate customer requirements often see higher retention rates.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

eglobalis

MARCH 4, 2025

Research from Gartner emphasizes that while AI can automate routine interactions, very few [self-service solutions] possess the capabilities to resolve customer issues fully, and some level of assisted service will always be needed.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 312

Survey Banking NPS Effort Score 312

AWS Machine Learning

JANUARY 21, 2025

With its robust capabilities for ticketing, knowledge management, human resources (HR) services, and more, ServiceNow is already powering many enterprise service desks. In this post, we demonstrate how to integrate Amazon Lex with Amazon Bedrock Knowledge Bases and ServiceNow.

Self Service 83

Self Service Knowledge Base Policies Conference 83

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Theyre also after flexibilityand to get it theyre turning to a wider variety of communication channels than ever before, from voice and chat to social media and self-service portals.

Contact Center 130

Contact Center Self Service Report Trends 130

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. The self-service enabled by chatbots can help your business by reducing support costs. An omnichannel approach ensures that customers receive consistent service wherever they are. Customers appreciate intuitive self-service.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self Service 125

Self Service ROI Analytics Customers 125

ECXO

MARCH 6, 2025

When sales, service, and marketing all have access to the same holistic customer data, it becomes easier to personalize interactions and anticipate needs. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

Calabrio

MARCH 26, 2025

Paychex: AI Insights for Optimized Performance Paychex leveraged Calabrios AI-driven analytics to gain deeper visibility into agent performance and customer interactions. This led to greater agent engagement, flexibility, and job satisfaction.

Call Center 130

Call Center Self Service Chatbots CRM 130

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. Therefore, your staff can focus on offering personalized financial services. Online and Mobile Banking More customers prefer the self-service option of managing their finances on their own time.

Banking 195

Banking Customer Experience Effort Score Financial 195

TechSee

DECEMBER 11, 2024

Prediction 3: Self-Service and Social Channels Will Overtake Traditional Models Forecast : Self-service bots and social media were expected to gain dominance, with younger demographics driving the shift towards digital-first support models. Outcome : Accurate for early adopters.

Trends 109

Trends Self Service Omni-Channel Social Media 109

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

Calabrio

MARCH 31, 2025

Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

Calabrio

MARCH 25, 2025

Empower Agents with Self-Service Insights Complement self-scheduling with accessible, self-service performance reporting that empowers agents without requiring data expertise. Add Improved Customer Self-Service to the Mix, Too Reduce call volumes and empower customers by providing robust self-service options.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Deal with Data Analytics. Succeed with Self-service.

Self Service 207

Self Service Innovation Analytics Transportation 207

Retently

MARCH 11, 2025

Is there a product issue, a checkout frustration, or a service gap? If customers struggle with returns or finding answers, its a red flag that self-service needs improvement. Step 1: Are Customers Struggling with Self-Service? Technology upgrades What AI/chatbot/self-service improvements should be tested?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

FEBRUARY 11, 2025

They dont force you to call a single phone number during business hours; they offer live chat, AI chatbots tailored for higher education , mobile apps, and self-service portals. Let Students Find Answers with Self-Service Options When was the last time you called customer service to check your bank balance or get an update on an order?

Self Service 130

Self Service Chatbots Knowledge Base Financial 130

SurveySensum

OCTOBER 29, 2024

That’s where contact center analytics comes into play. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

AWS Machine Learning

JULY 1, 2024

In this post, we demonstrate how you can build chatbots with QnAIntent that connects to a knowledge base in Amazon Bedrock (powered by Amazon OpenSearch Serverless as a vector database ) and build rich, self-service, conversational experiences for your customers. She is passionate about designing cloud-centered big data workloads.

Self Service 125

Self Service Knowledge Base Chatbots Policies 125

InMoment XI

OCTOBER 5, 2023

This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights. We’ve found that contact center improvement hinges on three kinds of data: customer feedback , social media data , and web analytics.

Contact Center 364

Contact Center Self Service How To Call Center 364

InMoment XI

DECEMBER 3, 2024

As a result, it’s essential to harness the power of AI to improve customer service. Invest in self-service options like intelligent chatbots for quick issue resolution. Therefore, a CX maturity model encourages an omnichannel, analytical approach.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Calabrio

FEBRUARY 26, 2025

Calabrio helps companies: Create structured career development plans Recognize and reward employees for their contributions Use gamification and incentives to boost motivation The Path to a Stronger Employee-Customer Connection By focusing on workforce engagement , businesses can reduce turnover, improve service quality, and boost customer satisfaction. (..)

Customer Satisfaction 162

Customer Satisfaction Self Service Gamification Employee Engagement 162

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? Optimizing resource allocation via predictive analytics: By analyzing historical data and patterns, AI predicts when call volumes will likely peak and allocate resources accordingly.

Measurement 100

Measurement How To Self Service Contact Center 100

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. Deploying the LLM-powered QnABot can help you elevate the self-service experience for customers and employees.

Self Service 128

Self Service Contact Center Multi-Channel Knowledge Base 128

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Empower customers with self-service to reduce contact volume.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Calabrio

MARCH 25, 2025

Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service. However, this doesnt mean chatbots are foolproof.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

InMoment XI

DECEMBER 1, 2022

We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave. InMoment received the highest possible score and was named Leader in the Text Analytics Wave report. Forrester Customer Feedback Wave.

Self Service 370

Self Service Analytics ROI Automotive 370

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. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

eglobalis

SEPTEMBER 16, 2024

C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points. However, using CRM systems and customer analytics, businesses can track customer behavior and tailor interactions to their specific needs.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service. The Importance of AI Text Analytics in Customer Service Before anything, you might be wondering: Why AI text analytics matter ?

Analytics 62

Analytics Customer Service Analysis e-support 62

Uniphore

JANUARY 21, 2022

Armed with next-generation AI, healthcare service providers can deliver a seamless end-to-end consumer journey—from faster self-service with fewer steps and redundancies to more efficient live interactions with higher customer satisfaction (CSAT) and first contact resolution (FCR) rates. Download the Whitepaper.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

ECXO

OCTOBER 30, 2024

Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively. Businesses should strive to educate their customers, offering resources that enhance their understanding of products and services.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156