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

ConvergeOne

OCTOBER 11, 2022

“The Great Resignation” was a term coined during the pandemic, and it extended through the beginning of 2022. It starts with the patients, enabling smarter self-service will take some of the pressure off the agent. Since then, a new term called “quiet quitting” has hit the streets.

Healthcare 79

Healthcare Gamification Contact Center Self service 79

JustCall

MARCH 9, 2023

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality. This feature facilitates self-service and activity peak management.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Contact center software 52

CSM Magazine

FEBRUARY 7, 2023

From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Inspire and motivate team members through gamification. Change the mindset from self-service OR human-assisted to a more realistic blended one. A good example is speech analytics.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

DMG Consulting

AUGUST 3, 2020

As much of the workforce was forced to relocate to their homes, companies have relied on IA solutions to rapidly identify customer issues so that agents and self-service solutions can be prepared to handle the high volumes of interactions they are receiving. For more information, visit www.dmgconsult.com. # # #.

Consulting 62

Consulting Consulting Analytics Marketing 62

Playvox

NOVEMBER 15, 2022

Globally, a 2022 Gallup report shows that only 21% of employees are engaged in their work, with about 35% of the U.S. This employee self-service not only has a positive impact on engagement, but it takes the manual effort away from team leaders — letting them be more productive and efficient with their time. .

Management 86

Management Schedule adherence Coaching Contact Center 86

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. About the Author. Calabrio is a trusted ally to leading brands.

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

DMG Consulting

MARCH 31, 2019

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals.

Consulting 48

Consulting Consulting Marketing Management 48

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

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. Tired of agent turnover and engagement woes?

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

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. Incorporate gamification and other engagement tactics to boost retention of content. Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52