Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

CSM Magazine

NOVEMBER 3, 2022

Train new recruits and experienced members of the team then inspire and motivate them through incentives and gamification. Next, make the most of self-service automation and allow agents to build and edit their own schedules in real-time, using their mobile devices. Magnus Geverts is VP, Product Marketing at Calabrio.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JivoChat

JULY 27, 2021

Chatbots can also analyze customer behavior, segment customers, and ultimately increase sales conversions, and by 2022, they may be resolving up to 90% of all customer queries. Chatbots are deployable across channels including your website, Facebook, WhatsApp, and Instagram, allowing you to personalize service while reducing costs.

Gamification 52

Gamification Chatbots Sales Feedback 52

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

Consulting 59

Consulting Consulting Marketing Management 59

SmartKarrot

JUNE 17, 2022

What is self-serve customer onboarding? Why is self-serve customer onboarding better? Self-service Onboarding: Best Practices. What is self-serve customer onboarding? Self-serve onboarding for B2B SaaS is the process where customers will onboard themselves to the SaaS platform. So let us get started.

SaaS 10

SaaS B2B Self service Best practices 10

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future. Competitive edge and differentiation in the market.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Vistio

MAY 28, 2022

Further Reading: The Key to Contact Center Success in 2022: Focus on Process. In a lot of our organizations, that really means self-service or empowering our customers to accomplish tasks in the technology on their own so that they don’t even have to contact us. So I agree with you, Hailey. I couldn’t agree more.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52