Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Watch for our next blog in this series, coming October 21st: Constant Learning Improves AI Recommendations. Understanding Why Transforms the Customer Experience. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Mindtouch

MAY 8, 2017

In this latest product release, we are proud to announce the general availability of Site Analysis. This new platform feature is an array of tools to help you quickly diagnose and fix help center issues, and therefore improve your customer’s self-service experience. What is Site Analysis? Why Site Analysis?

Management 78

Management Self service Engineering Best practices 78

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

aircall

JANUARY 11, 2017

Due to becoming more mobile and more tech-savvy, customers have increasingly high standards when it comes to customer service. The emergence of customer self-service is a reflection of an evolution of customer expectations. Offering customer self-service could be the answer. What is customer self-service?

Self service 81

Self service CRM voip First call resolution 81

Spearline

JANUARY 12, 2022

To that end, Blitzz were using a combination of analysis tools available freely on the Internet. The post Blitzz shift to self service WebRTC network testing with testRTC appeared first on Spearline. Do they have enough bandwidth allocated to them? Finding suitable solutions Solving connectivity issues is an ongoing effort.

Self service 52

Self service Customer Care Enterprise Marketing 52

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Blog #3 of 4 With context, AI seeks to improve more quickly than ever. Analyzing – is best undertaken by way of Linguistic Analysis. Constant Learning Improves AI Recommendations. Recording – both voice and digital communications should be captured in real-time for agent support.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. As customers become more demanding, can self-service really help? This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

B2B 59

B2B Contact Center Customer Support Self service 59

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Qualtrics has been praised for its strong data integration and analysis capabilities.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 52

Contact Center Self service Analytics Banking 52

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Based on Metrigy’s recent industry surveys and the detailed analysis they’ve undertaken, specific technologies have been proven to deliver the benefits leading organizations are looking for: Summary of technologies that optimize CX and drive business success – today and by the end of 2021. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self service 16

Self service Analytics B2B Accountability 16

SmartAction

JUNE 27, 2023

Virtual agents handle after-hours inquiries, provide self-service options, and streamline interactions. With automation, you can deliver top-notch service, exceed customer expectations, and drive business growth. Break free from obstacles, provide exceptional customer service, and revolutionize your contact center today!

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

3CLogic

JANUARY 24, 2024

When integrated with your customer engagement platforms, such as ServiceNow or SAP, the AI can perform repetitive and mundane tasks — such as answering password reset requests or ticket status updates — making it possible to deliver outstanding service to an increased number of customers, without the need for additional agent headcount.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Beyond Philosophy

OCTOBER 20, 2022

They discovered through AI analysis of hundreds of thousands of call center interactions that agent behavior leads to positive customer interactions. Then, the start-up will intervene, nudging the customers to restructure their payments through a self-service menu. One of their clients was a big US bank.

Banking 195

Banking Contact Center Coaching Self service 195

3CLogic

FEBRUARY 7, 2024

In this blog, we’ll explore three common red flags indicating your contact center is falling behind, and, more importantly, we share strategies to help you get back on track. Consider self-service — a critical part of the contact center, gaining increased significance among the next generation of customers.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Best Practice #5: Human-Centric Design from a team of CX Experts.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Airlines 400

Airlines Wait times Self service Enterprise 400

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. The response he received after complaining was even more disappointing. Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay?

Airlines 499

Airlines Healthcare Government Self service 499

Hodusoft

JULY 19, 2023

In this blog, we will explore everything related to inbound call center software. Cost Savings: By automating call routing and leveraging self-service options such as IVR, businesses can reduce the need for additional staff and handle more calls with fewer agents. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Win the Customer

JULY 6, 2023

In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights. Analyze Root Causes Once you have the data, use root cause analysis techniques such as Fishbone diagrams or Pareto analysis to identify the underlying issues affecting customer service.

Customer Service 52

Customer Service Average Handle Time Metrics Self service 52

Aspect

JULY 25, 2017

From omni-channel self-service to performance management, Aspect Via connects the data with a simple, visual analysis. The post Customer Engagement Center Capabilities: Reporting and Analytics appeared first on Aspect Blogs. If you’re interested in learning more about Aspect Via, visit: [link].

Analytics 121

Analytics Self service Contact Center Personalization 121

Hodusoft

OCTOBER 19, 2023

Businesses in today’s highly competitive industry, looking for the best strategies that they can implement to reduce costs while maintaining the quality of their service. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. It will prepare BPOs for proactive cost management.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Uniphore

OCTOBER 21, 2021

Uniphore’s advanced conversational AI for sentiment, intent and emotion analysis, together with Jacada’s workflow and desktop automation empower agents with the most comprehensive agent-assist solution, U-Assist. Enhanced Self Service with Multimodal Capabilities. Superior Business User Friendly UX. Attended and Unattended RPA.

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

Clarabridge

DECEMBER 3, 2015

With the rise of the connected device, the data you need to drive deep, insightful behavioral analysis is now at your fingertips, transforming the level of personalized customer experiences that you can deliver. This brings us to more recent years, in which we have seen a rise in human-centric design and emotional analysis.

B2C 40

B2C Self service Big data B2B 40

Aspect

OCTOBER 25, 2017

Don’t get caught in the “analysis paralysis” trap. A modern digital transformation includes connecting the service organization from end to end with a single, unified reporting layer with simplified, up-to-the-minute actionable data that can be combined with other business data sources, presented on real-time dashboards.

Contact Center 162

Contact Center Call Center Cloud contact Interactive Voice Response 162

Real Blue Sky

MAY 18, 2022

This month, we are focused on how the right tools can transform the #EX – tools like AI, the composable desktop, self-service and PRB. “To As we referenced in our last blog post, employee’s expectations have also shifted. Self-Service Options Provide a Win-Win. Doug Conant, past CEO of Campbell Soup Company.

Interactive Voice Response 52

Interactive Voice Response Self service APIs Contact Center 52

NobelBiz

FEBRUARY 20, 2024

Discover the key factors to consider when selecting VoIP services for your contact center in our comprehensive article – a must-read for ensuring top-notch communication solutions! By switching to VoIP, businesses can save money on equipment and infrastructure costs.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Lumoa

FEBRUARY 14, 2024

Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Multiple CX software as a service (SaaS) solutions like Lumoa are available, which automate many CX tasks, offer a granular perspective for in-depth analysis, and streamline upgrading your CX strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. This emphasizes ethical training and deployment.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service? Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Creative Virtual

APRIL 14, 2020

The next question organisations had to figure out was what customers were really asking for, in regard to the pandemic, to be able to provide self-service options (both through their virtual agent and other website updates). This analysis and suggested list of FAQs/topics were sent to the client.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Spearline

APRIL 10, 2022

Spearline tests the numbers on your behalf or you can do so directly using the self-service platform. A market leader in audio analysis and audio quality measurement, Spearline continues to expand its platform in response to global customer requirements. How does Spearline test numbers in 76 countries? New to Spearline?

Contact Center 98

Contact Center Telecommunications SaaS Self service 98