NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. But it also made an impact on customer behavior, particularly with self-service customer care.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

NICE inContact

OCTOBER 11, 2019

And the integration needs to go beyond agent-assisted channels to also include self-service. In fact, as adoption of digital self-service channels increases, the urgency to allow seamless movement across any-and-all channels increases. You can learn more by downloading our free eBook today.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

Comm100

APRIL 25, 2018

The book highlights a study that was conducted with more than 75,000 participants who had interacted over the phone or self-service channels. Customers usually call the support center as a last resort, having failed to find the answers they need on a web self-service platform or FAQs section.

Self Service 113

Self Service Company How To Effort Score 113

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. It’s been decades since the idea began being floated in the contact center space.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Self Service Management How To 52

NobelBiz

AUGUST 13, 2024

Unlike the old PBX systems, a VoIP solution requires minimal on-site hardware and provides an excellent, lean, and cost-effective way of handling voice calls, provided the contact center has an internet connection. These features ensure that calls are efficiently handled, routed, and processed, forming the backbone of any call center.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

Inbenta

NOVEMBER 9, 2021

Whether it’s for processing transactions, consulting information, and accessing customer service, banks today need to invest in improving their contact points with consumers beyond their branches or outsourced call centers, and digital solutions have provided the banking sector with a competitive advantage. .

Chatbots 95

Chatbots Banking Customer Care Self Service 95

BlueOcean

OCTOBER 6, 2020

Whether it’s from self-service to live chat to phone or some other combination, the reality is that the wider your omnichannel offering, the more complex the customer journey. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?” and let us know if you’re looking for more value from your partner.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Bold360

MARCH 2, 2018

If a goal for your organization is to shift to or maintain a customer-first mantra, it should be no surprise that creating that culture requires a good hard look at your current customer journey and, of course, your approach to service and support. Do you have self-service options? Empower Customers with Self-Service.

Self Service 63

Self Service Tips Strategy Multi-Channel 63

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Stella Connect

JULY 6, 2017

In fact, the more digital tools customers have at their fingertips, the more important (and valuable) the call center becomes. Customers who can’t resolve an issue through self-service, or prefer a high-touch interaction, expect more from call center agents than ever before. Prioritize calls.

Call Center Solutions 40

Call Center Solutions Call Center Self Service Contact Center 40

Interactions

MARCH 2, 2023

For example, there is a great deal of conversation over Frontier Airlines’ decision to close its call centers , pushing customers to digital self-service channels. Gen Zers, for example, will abandon a brand at the first instance of poor customer experiences. Download here.

Self Service 62

Self Service Airlines eBook Call Center 62

ViiBE Blog

JANUARY 22, 2021

Originally, my co-founder and I developed ViiBE as a solution for emergency medical call centers. No more call redirection, no more operational pauses. In an effort to provide the smoothest customer interaction possible, we have modified our after-sales approach to really focus on the element of self-service.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Stella Connect

JANUARY 25, 2018

By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. Growth in Self-Service Technologies Will Increase Demands on Customer Service Teams. In 2018, self-service tools will continue to change the way consumers interact with brands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Qualtrics

APRIL 27, 2020

Adding automation such as Interactive Voice Response (IVR) recordings, chatbots, and auto-responses to your customer care center adds vital resilience to your customer care center in times of surge. Can we nudge customers towards more automated self-service options for some of the most repetitive, everyday queries?

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Verint

OCTOBER 24, 2017

If John later contacts the service organization, they will have no previous knowledge of this issue and the actions that were taken, so John will have to repeat this information before he can get help. So how could this scenario have been resolved with a better outcome?

Self Service 30

Self Service Contact Center Knowledge Base eBook 30

NobelBiz

MAY 24, 2021

What are the types of call center technologies? There is a lot of confusion about cloud-based contact centers and traditional on-premise call centers. On-premise contact center uses software and hardware installed at a remote location that is in close proximity to the call center agents or in the same location.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

LiveChat

FEBRUARY 18, 2016

Finally, proactive customer customer service allows you to create an optimal way to seek help on your website. How to introduce proactive customer service in your company. Creating self-service materials. When handling a customer problem, a call center agent can help only one customer at a time.

Self Service 28

Self Service Customer Service Feedback Knowledge Base 28

Uniphore

JUNE 10, 2021

Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. 25% Lack of self-service options. 13% High Call Volume. 13% My contact center is not in the cloud. 14 CX Leaders Show You How to Harmonize Silos and Elevate CX With Contact Center Automation.

Call Center 246

Call Center Self Service Contact Center eBook 246