ECXO

FEBRUARY 10, 2025

” Two people, same event, totally different emotional experiences. What one customer sees as a friendly, energetic service, another might see as aggressive and overbearing. The customer sees it as a major inconvenience, while the customer service rep sees it as a routine problem. Same event, different perspectives.

Customer Experience 178

Customer Experience Self Service Social Media Customer Expectations 178

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. The vital importance of device management.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

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. Credit unions can actively engage with their communities through events, sponsorships, and local initiatives.

Banking 195

Banking Customer Experience Effort Score Financial 195

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. The following diagram shows the basic components and events used to enable communications.

Self Service 81

Self Service Contact Center Virtual Agent Chatbots 81

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

eglobalis

MARCH 30, 2025

For instance, if a telecoms model predicts a certain segment is about to be frustrated by a network maintenance event, the company can proactively send an apology and perhaps a small bill credit to ease the experience. With predictive insights, businesses can personalize the customer journey dynamically.

Survey 326

Survey Banking NPS Effort Score 326

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

eGain Blogs

NOVEMBER 12, 2021

Meet us at the eGain booth to learn how our knowledge solution can help you provide the single right answer to customer queries through self-service and contact centers. We will be at Booth #241 at the Solutions Expo and will be hosting multiple eGain events at the conference. For more details, visit eGain Events.

Customer Experience 98

Customer Experience Self Service Conference Contact Center 98

Uniphore

JUNE 17, 2021

Step 2: Digitize Customer Self-Service For simple tasks, like making payments or checking account balances, digital self-service offers customers a convenient and confidential alternative to speaking with an agent.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

NICE inContact

MAY 9, 2019

There is also growing use of the cloud technology’s new self-service features in the IVR — another way for callers to quickly get the information they need and for caseworkers to increase their efficiency.

Self Service 136

Self Service Tools Contact Center Government 136

Comm100

JANUARY 11, 2023

In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge. Perhaps the most pronounced differences among generations came in attitudes toward digital self-service tools like chatbots. Self-service option.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

CSM Magazine

SEPTEMBER 17, 2022

As online sites like the Boldist explains , providing customers with inclusive self-service options on your website is critical. It’s a process that needs a careful review of the self-service prompts you present on your website. However, you must maintain relevance as you create the customer self-service platform.

Self Service 52

Self Service How To Infographics Omni-Channel 52

Forrester's Customer Insights

AUGUST 28, 2023

There is no proof that Michelangelo said this, but it is a beautiful metaphor apropos to building conversational AI (chatbots and voice self-service) applications with generative AI and large language models (LLMs). At the recent Five9 CX Summit event, I learned […]

Self Service 49

Self Service Chatbots Customer Experience Customers 49

ShepHyken

APRIL 9, 2019

Crafting a Frictionless Service Experience for Employees and Customers. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”. The Interview with Jeff Nicholson: Practically every industry is experiencing a shift to self-service.

Self Service 107

Self Service CRM Social Media Consumers 107

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Calabrio

OCTOBER 20, 2020

It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics. Modern tools, like remote management and advanced reporting, have allowed companies with large remote needs to accurately staff and forecast their future scheduling needs during and beyond the pandemic.

Company 207

Company Self Service Government Contact Center 207

Comm100

FEBRUARY 9, 2018

Eventbrite is an event management and promotion website that allows visitors to find live events near them, as well as allowing event organizers to create an event with Eventbrite and use their online ticketing instruments to collect revenue. Another use case for customer self-service is the patient portal by UABMedicine.

Knowledge Base 133

Knowledge Base Examples Self Service Tips 133

Calabrio

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. 3 Ways to Maximize the Power of Self-Scheduling Technology for Frontline Employees. More freedom for employees means greater freedom to achieve more, for themselves, customers and the business.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

Calabrio

APRIL 11, 2025

Structure the Agent Training Journey: Key Training Phases As we underlined at the outset of this guide, effective training cant be a single, one-off event; it needs to be an ongoing process that supports team members at every stage of their development journey.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Calabrio

MARCH 11, 2025

These closed loops help create a culture where feedback is seen as a continuous, collaborative process , not a once-a-month event. Moreover, utilize performance analytics to identify recurring patterns and trends in agent performance, allowing for targeted coaching and development plans that can be tracked over the long term.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

CloudCherry

MARCH 3, 2019

Following are a few examples of real companies that used these competencies to improve their overall CX model: The HR technology firm Alight focused on their self-service portal, where 90% of HR interactions occur. Within their portal, they zeroed in on seven major life events (having a child, going on bereavement leave, etc.).

Customer Experience 186

Customer Experience Self Service Culture Customers 186

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Comm100

JUNE 23, 2022

In 2022, 58% of customers surveyed said they’ve used chatbots for simple customer service, compared to 43% just two years prior. Acceptance and even preference for chatbots is also growing quickly among Millennials and Gen Z in particular, with both saying that they prefer self-service when available for simple cases.

Chatbots 245

Chatbots Self Service Video Wait Times 245

Interactions

FEBRUARY 6, 2025

Many off-the-shelf solutions or DIY IVAs struggle with the accuracy necessary to complete complex self-service interactions and the customization needed to meet personalization and regulatory needs. This means customers can quickly self-service more issues and need fewer escalations to live agents.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

TechSee

JULY 31, 2019

The technology is also used to automate and optimize operational and control processes, by flagging irregular events or inconsistencies. Remote Visual Assistance & Self-Service. The bot can then confirm that the correct actions have been taken and that the issue has been resolved effectively. Where We’re Heading.

Self Service 149

Self Service Automotive Healthcare Retail 149

Retently

MARCH 17, 2025

Impact of CX Initiatives : Are new self-service tools, AI chatbots, or policy changes reducing ticket volume? AI chatbots, expanded self-service) have improved CX the most? Improve self-service resources (e.g., Post-Purchase Period Refund & return tickets usually increase after major sales events.

Report 90

Report How To Effort Score NPS 90

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . I was working at a self-service gas station. The right thing to do.

Self Service 138

Self Service Customer Service Customer Focused Customer Service Training 138

Kustomer

OCTOBER 20, 2022

Over the course of history, the typical support interaction has involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. Have Robust Self-Service Tools in Place for Customers. Implementing Proactive Support. Rectify Issues Before They Happen.

Self Service 85

Self Service Knowledge Base Chatbots Consumers 85

Calabrio

OCTOBER 15, 2019

This event is the perfect opportunity to let our customers shine by turning the spotlight on the successes they have achieved using Calabrio. With Calabrio, Alliant Energy has transitioned to a largely self-service model for WFM, empowering agents and giving them a greater stake in ASA achievement, and saving on both CSA and WFM labor.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Comm100

JUNE 7, 2016

Keep your customers informed about your sales, events, and online presence. Offer Comprehensive Self-Service Options. Like in the ecommerce world, customers in traditional stores are increasingly seeking self-service options. Have workers inform new customers about your return policy. Keep Your Customers Informed.

Retail 133

Retail Self Service How To Policies 133

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. For Event Source Suffix , enter a suffix (for example, genesys-eb-poc-demo ). Save your configuration.

Chatbots 120

Chatbots Self Service Omni-Channel Contact Center 120

Kayako

JANUARY 7, 2016

We’ve seen some emerging trends appear: customer experience and communication are prominent, as well as getting the best out of your self-service and help centers, and changing customer behaviour and expectations. They’ll expect that software is intuitive and self-service. Jamie Edwards , Co-Founder.

Self Service 84

Self Service Social Media Customers Trends 84

TechSee

APRIL 8, 2022

Key Insights from Field Service Medical 2022. TechSee team members recently attended the Field Service Medical event, which highlighted a lot of insightful and actionable takeaways, A few themes stood out specifically: . Growing Need for Self Service. Onboarding Challenges.

Self Service 109

Self Service Training Technology User Experience 109

Kustomer

MAY 14, 2020

to deliver even deeper intelligent self-service and agent assistance to our customers. As a long-time partner of Kustomer, Reply is able to seamlessly integrate their tools into the Kustomer platform and help brands efficiently scale without compromising quality of service. Analytics Dashboard.

Self Service 111

Self Service Chatbots Knowledge Base Policies 111

AWS Machine Learning

NOVEMBER 7, 2024

A centralized service that exposes APIs for common prompt-chaining architectures to your tenants can accelerate development. You can use AWS Step Functions to orchestrate the chaining workflows and Amazon EventBridge to listen to task completion events and trigger the next step. The invocation generates an AWS CloudTrail event.

Government 111

Government Self Service Policies Resources 111

ShepHyken

JULY 14, 2020

Self-service options are great to have in place. About: Ramon Ray is a best-selling author, global speaker, event producer and entrepreneur. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Self Service 131

Self Service Financial Video Tools 131