bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

JustCall

APRIL 9, 2024

When call volumes surge in one area, you can move cross-trained staff from other queues for uninterrupted service delivery. Self-service enablement For self-service, you can deploy conversational IVRs , chatbots, FAQ sections, and help centers. Self-service also enhances customer convenience.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

CSM Magazine

DECEMBER 8, 2022

For instance, 70% of customers now expect a self-service portal on websites. Some benefits of AI-powered self-service portals and chatbots include the following: Auto responses to frequently asked questions by customers. Allow agents to focus on more complex tasks by reducing the need to attend to every customer.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. Self-Service Digital Channels. As a result, digital self-service channels are a cornerstone of 2021 CX trends and a must-have element of CX right now.

Customer Experience 74

Customer Experience Agent Empowerment Self service Chatbots 74

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

teleopti

JULY 15, 2019

Power to the employee – give agents a greater sense of independence, involvement, and satisfaction by way of self-service options for preferred shifts, holiday requests and time off for medical appointments. An extra 5 minutes is often all that’s needed to turn employees from frazzled to fabulous!

Gamification 57

Gamification Contact Center Self service Chatbots 57

teleopti

JUNE 5, 2019

As self-service and chatbots start to take on simpler CX tasks, ‘human’ agents are handling customer interactions that come with rising complexity and sensitivity, but such continuous intensity also introduces the potential for higher employee stress and burn out.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90