Uniphore

AUGUST 6, 2021

Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

InMoment XI

JANUARY 2, 2023

With new technology and social media, we have more ways than ever before of interacting with our customers. It’s a customer service metric that is used to improve systems that may frustrate customers. Onboarding can be self-service or high touch, and likely a combination of both. Check out our eBook on the subject!

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Inbenta

MARCH 30, 2021

During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Enterprises want to automate their customer service teams by using tools that automatically complete tasks.

Self Service 136

Self Service Customer Service Marketing How To 136

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Self Service 88

Self Service Technology Trends Customer Service 88

Kayako

SEPTEMBER 1, 2016

As a service leader, it’s your job to meet customers on the platforms they’re most comfortable with—wherever they happen to be in the moment. And these moments occur across two types of channels: Self-service channels. Personal service channels. Self-service channels: Helpful content that’s convenient and easy to access.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . The advances in Conversational AI technologies have made it possible to automate huge amounts of support requests, but some brands still struggle to find its real value. So how does that really affect self-service rates?

Self Service 98

Self Service Chatbots eBook Training 98

BlueOcean

APRIL 30, 2021

In the excitement of emerging technology and the rush to accommodate every customer, many companies have responded to this type of data by adding more and more channels. But a seamless omnichannel platform that leverages intelligent technology alongside empathetic human interaction can mitigate these risks.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

ShepHyken

DECEMBER 7, 2020

My Comment: Our friends at Mitel have created a very cool ebook with a fantastic user experience. Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Numerous experts were consulted. When you click on their images, their insights appear.

Customer Service 116

Customer Service Self Service eBook Loyalty Programs 116

TechSee

MARCH 5, 2019

While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies. While AI has made great strides within the insurance industry, one promising element of a robust AI strategy must be further explored: computer vision technologies.

Insurance 95

Insurance eBook Self Service Travel 95

Uniphore

JUNE 7, 2021

For those still holding out, the primary concern was the business case for the technology. By automating as many tasks as possible, the technology leaves your agents free to offer empathy to the customer and make sure they feel heard. Even in a world of self-service, great customer service matters, perhaps more now than ever.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Comm100

JUNE 5, 2018

As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it. First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Here are some more ways AI can be used in the call center.

Contact Center 145

Contact Center Call Center Self Service Chatbots 145

Inbenta

JANUARY 17, 2022

In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks. By April 2020, 49% of UK and 63% of US adults said they had carried out a new online activity due to the pandemic, such as attending a gym session, a class, or a religious service.

Self Service 98

Self Service Trends Customer Service Chatbots 98

TechSee

FEBRUARY 21, 2022

Clearly, companies that generate value from AI consider the technology a worthwhile business transformation initiative. Artificial intelligence is a technology that mimics human activity, decision-making, and learning. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Innovation 109

Innovation Company Self Service Insurance 109

Oracle

DECEMBER 6, 2018

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience. As the Technology Services Industry Association notes, automation boosts productivity and increases revenues within field services.

Innovation 108

Innovation Customer Experience Self Service eBook 108

Inbenta

NOVEMBER 9, 2021

The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms. Covid-19 has accelerated the deployment of these technologies even further.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

TechSee

MARCH 17, 2020

Human schedulers at field service organizations must keep on top of multiple technicians, assessing their availability and skill sets for each job. Computer Vision AI also enables the technician to perform a variety of tasks in self-service / self-help mode.

Self Service 109

Self Service Knowledge Base eBook Analysis 109

Comm100

APRIL 25, 2018

Launched at the beginning of the last century in 1903, it has survived a host of technological changes, from the creation of cell phones to the launch of the internet! The Boston Globe named the tiny company “the industry antidote” to robotic customer service. Reduced Customer Service Costs. Use Technology to Your Advantage.

Self Service 104

Self Service Company How To Effort Score 104

Interactions

JULY 22, 2022

The ones that struggled the most didn’t have technology in place that supported an evolving business. In times where businesses are pinching pennies, technology can be leveraged to keep customer experience high. With the proper technology, self-service interactions will actually serve customers better than a human agent.

Contact Center 62

Contact Center Self Service eBook Customer Journeys 62

Inbenta

AUGUST 3, 2021

Implementing an intelligent FAQ system powered by technologies such as AI or NLP can boost search results and thus push customer satisfaction to the next level. Choosing the right knowledge base (KB) or intelligent FAQ software to power the self-serve experience on your site is critical.

Software 84

Software Self Service Customer Service Knowledge Base 84

Inbenta

DECEMBER 9, 2020

As a consequence, a Knowledge Management System (KMS) usually refers to the technology that enables a business to gather, store, organize, retrieve and share knowledge across the organization. Technology to power your KMS. In a similar way to chatbots , a KMS can be powered by different types of AI technologies.

Management 95

Management Self Service Knowledge Base Chatbots 95

Interactions

MAY 28, 2020

And, they are more willing to use self-service technologies to communicate with brands. No matter what industry to task, consumers are now more open to using technology to its fullest potential to keep themselves safe. From infrastructure to technology to workforce, every business is trying to do more with less resources.

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

ShepHyken

AUGUST 20, 2018

Self-Service. Technology. Self-Service : While self-service sounds like it’s making more work for the customer, this isn’t really the case. Many customers prefer the self-service checkout option at the grocery store if it means not having to stand in a long line. They are: 1.

Self Service 82

Self Service Industry Banking Video 82

ProProfs Chat

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. Now, her expectations aren’t just met but exceeded with Amazon services. Accurate Information Via Self-Service. Quick follow-ups.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Interactions

JUNE 24, 2021

Even with great technology, we still see some brands missing the mark on key traits that are needed to fulfill customer expectations. If the technology that a brand is using does not address these best practices, it’s not a technology that is actually supporting customer expectations (or your business!). Agent optimization.

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Does self-service really equal a better experience?

Banking 62

Banking Self Service Virtual Agent eBook 62

Inbenta

JUNE 2, 2021

HR teams are swiftly adopting automated workflows as they shift from manual, paper-based processes, and spreadsheets to embrace HR service automation with the assistance of the latest technological advances. HR service automation is undoubtedly the most relevant trend. What is HR automation? Benefits of HR automation.

Self Service 83

Self Service Chatbots Policies Virtual Agent 83

Interactions

MAY 6, 2021

When technology alone fails… But even the combination of humans and AI can fail. While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction. In these cases, we can see that technology and self-service doesn’t always meet the expectations of customers.

Self Service 62

Self Service Contact Center Effort Score eBook 62

TeamSupport

DECEMBER 7, 2018

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Click here to download our eBook on mastering self-service with B2B customers!

Industry 74

Industry Self Service Chatbots Customer Service 74

Interactions

FEBRUARY 10, 2022

There’s a lot of promise in the technology world. The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. .

Omni-Channel 62

Omni-Channel Self Service Contact Center eBook 62

Interactions

AUGUST 29, 2022

And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . The bar for customer service has been raised and those who don’t catch up will become obsolete. .

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

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

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. All enabled by NobelBiz leading contact center technology. Holly Depies suggests that the future of SMS marketing lies in the intelligent use of technology to streamline and enhance campaign management.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

ShepHyken

MARCH 1, 2021

Be sure to pay attention to number five, which is to make it easy for the customer to move easily and seamlessly from a digital/self-service channel to a human-to-human channel when they want/need to. In this article, the author showcases several technologies that allow for a contactless experience. Some good reminders here.

Customer Journeys 85

Customer Journeys Customer Service e-support Self Service 85

Interactions

FEBRUARY 25, 2021

Not to mention, utilities are under increased pressure from Public Utility Commissions (PUCs) to improve handling of unplanned spikes due to outages, either through the use of new technology, or by increasing their contact center agents to handle the increased call volume. . Offer self-service options to decrease wait times.

Self Service 62

Self Service Contact Center Wait Times eBook 62

Interactions

JULY 29, 2021

What consumers want (and don’t want) in a customer service interaction. Customers recognize the benefits of self-service through automated systems. This is no surprise since many brands have tried to implement automation in an attempt to offer self-service over the years, but these efforts often fall short.

Customer Care 71

Customer Care Consumers Self Service Poor Customer Service 71

Interactions

SEPTEMBER 30, 2021

Therefore, convenient and patient-centered experiences are required to meet expectations, like self-service scheduling, billing, and appointment reminders. . With a patient-centric approach, technology is required to support quality experiences at scale. How can Conversational AI improve patient engagement?

Self Service 62

Self Service Healthcare How To Virtual Agent 62

Interactions

OCTOBER 7, 2021

The reason is that there are so many pieces in the customer service equation, such as technology, live agents, and back-end systems. For example, the technology could be outdated, agents have bad days, and there could be integration issues. Check out our eBook here. . Want to learn more about consumer preferences?

Self Service 62

Self Service Customer Service Contact Center Tips 62