TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Furthermore, we’re learning how customers engage differently depending on their goal.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Interactions

OCTOBER 23, 2024

There’s much common ground—especially around use cases in the contact center. And a large majority (86%) want to use AI to enhance customer experiences. Then, we engage with cross-functional teams who know the legacy, the strategy, the technology, and the vision for customer engagement.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

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.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Calabrio

MARCH 5, 2025

First Response Time (FRT) , also sometimes known as first reply time , is a critical customer service metric that measures the average time it takes for a contact center team to provide an initial response to a customer’s inquiry, whether it’s through email, chat, social media, or any other communication channel.

Measurement 100

Measurement How To Self Service Contact Center 100

NICE inContact

NOVEMBER 2, 2020

Interactive voice response (IVR) systems are the gatekeepers to the contact center. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? As such, they set the tone for the entire interaction.

Self Service 156

Self Service System Contact Center Customer Engagement 156

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Furthermore, we’re learning how customers engage differently depending on their goal.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NobelBiz

NOVEMBER 19, 2024

The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Self-Service Options Modern customers value convenience.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. Why Organizations Should Embrace Warm Transfer In their Customer Journey Strategy.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. When and where? 12:30 – 13:30.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. For contact center leaders, however, this vision of the future might seem daunting.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

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 105

Contact Center Self Service Omni-Channel CRM 105

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 100

Contact Center Self Service Customer Centricity Omni-Channel 100

Lumoa

JUNE 23, 2021

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Agent attrition jumped from 21.8%

Employee Experience 66

Employee Experience Customer Experience Self Service Contact Center 66

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Conclusion.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

ShepHyken

DECEMBER 22, 2024

My Comment: For those who want to deliver a great customer service experience but are constrained to a lower budget, then this article is for you. A Complete Guide to Customer Service Automation by Najam Ahmed (Comm100) Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology.

Customer Service 78

Customer Service Self Service Social Media Contact Center 78

Interactions

APRIL 2, 2025

81% of customers prefer companies that offer a personalized experience. Upselling, Cross-selling, and Emptying Those Shopping Carts With these same integrations and personalization, retailers can transform contact centers from cost sinks to revenue generators. Interactions IVA eases these exchanges in several ways.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

Bold360

MARCH 15, 2018

When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. So how can your organization rise above antiquated IVRs to the self-service customers really want?

Self Service 69

Self Service Customer Change Chatbots Call Center 69

TechSee

JUNE 16, 2022

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. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 143

Contact Center Report Customer Journeys Customer Centricity 143

Talkdesk

NOVEMBER 25, 2020

Here are three tips on how to scale your contact center for the seasonal rush. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Tips Self Service Ecommerce 101

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. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Contact Center 116

Contact Center Chatbots Self Service Touchpoint 116

Upstream Works

JANUARY 7, 2021

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents. Managing Routine Inquiries.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

Upstream Works

JULY 16, 2020

This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. The need to provide great CX hasn’t changed, but the environment has changed for both agents and customers.

Contact Center 78

Contact Center Technology Self Service Omni-Channel 78

Call Experts

JANUARY 27, 2022

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. A Brief History of Predictive Contact Center Data in Customer Service.

Contact Center 94

Contact Center Data Self Service Call Center 94

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. In reality, the last mile that makes or breaks the customer experience lies in the contact center.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

Upstream Works

JANUARY 12, 2022

The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

SaleMove

AUGUST 20, 2020

Similarly, contact centers have playbooks to address customer issues and opportunities. With the expansion of self-service and the introduction of AI, the scope of the playbook needs to expand. A great bot will employ empathy with an upset customer, and use persuasion with an uncertain customer.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Chat bot for real-time automated services leveraging the aforementioned capabilities to be effective. Contact us to learn more.

Contact Center 67

Contact Center Customer Engagement Chatbots Engagement 67

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels.

Self Service 48

Self Service Customer Experience Contact Center Knowledge Base 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

eGain Blogs

SEPTEMBER 6, 2021

Forrester Consulting consumer survey revealed that lack of knowledge among contact center agents and in self-service systems is the biggest barrier to getting good customer service. 65% of contact center agents point to knowledge-related issues as the biggest deterrent to providing good customer service.

Contact Center 72

Contact Center Self Service Management NPS 72