Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. for self-service. Published on: November 27, 2019.

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Self service Best practices Management Surveys 97

NobelBiz

AUGUST 22, 2023

VOIP Cost Savings: An In-depth Analysis One of the most transformative solutions in recent years has been the adoption of VOIP (Voice Over Internet Protocol). By adopting a VoIP telecom system, contact centers can enhance agent efficiency, increase throughput, and reduce costs through real-time self-service and support activities.

voip 98

voip Telecommunications Contact Center Contact center software 98

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. More advanced GenAI can further automate processes and expedite resolutions.

Technology 195

Technology Customer Service Virtual Agent Self service 195

ConvergeOne

APRIL 19, 2022

Preparing and creating as much data as you can will help you build for the future and support more self-service efforts. It can also help you along a path of creating some rockin’ self-service. I’m inviting you to think about customer data in a different way. It’s worked well, and been very routine.

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Self service Marketing Customer Experience Contact Center 78

DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

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Self service Consulting Consulting Enterprise 48

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

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Self service Real estate Customer Service Wireless 59

TechSee

MAY 15, 2018

This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier.

Marketing 111

Marketing Wireless Entertainment Self service 111

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

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?

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Self service CRM voip First call resolution 81

Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? As I thought about knowing when to send as much call volume to self-service, I began to think how that fit into the veterans’ view of the industry. Stop people, send them to self-service. Do you send them all?

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Self service Contact Center Analytics Metrics 75

CCNG

DECEMBER 16, 2020

First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. they too often found self service options inadequate in view of staffing challenges.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

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

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.

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Self service Analytics B2B Accountability 16

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. AI is exciting and has tremendous potential. Learn From Others.

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Self service Chatbots Enterprise Best practices 42

TechSee

DECEMBER 10, 2019

Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases. Call Deflection is achieved once the issue is successfully resolved in self-service mode. When self-service fails. Despite huge annual investments of around $4.5

Call Center 136

Call Center Self service Contact Center Interactive Voice Response 136

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

TechSee

MAY 19, 2020

Streamlining data collection and analysis allows brands to gain actionable insights in order to collaborate with the right suppliers and cut costs, while enhancing customer experience. Visual self-service product registration. Managing the end-to-end-lifecycle of consumer product warranties can be a costly endeavor.

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Self service Sales Customer effort Technology 207

Playvox

APRIL 21, 2023

Then set up a way to conduct quality analysis on those interactions to ensure you are delivering on your committed customer expectations. It wasn’t very revealing of agents’ real performance — or of any customer service problems that might be brewing. Self-service can be a win-win for agents and customers.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

TechSee

MARCH 16, 2023

In VI Studio, we use sub-component analysis to identify each of the parts of the object and their status. For example, when classification analysis recognizes the Linksys MX8503 Atlas WiFi 6E, the sub-component analysis will tell you which LEDs are lit up, what color they are, and what plugs are in the correct ports.

APIs 109

APIs CRM Technology Sales 109

CCNG

JANUARY 11, 2023

Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means). When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success?

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

AUGUST 5, 2022

navigate an IVR menu and explore self-service options. Its groundbreaking sentiment analysis model assigns an emotional score to the customer inputs. The text is stored in the database for data analysis. Users can interact with a voice bot and receive contextualized, relevant responses with voice commands.? .

Contact Center 179

Contact Center Interactive Voice Response Chatbots Call Center 179

CSM Magazine

JULY 28, 2023

Self-service revolution The concept of self-service has evolved dramatically with the advent of AI. While Interactive Voice Response (IVR) systems were once limited to basic tasks, the emergence of intelligent conversational robots has transformed self-service capabilities.

Interactive Voice Response 52

Interactive Voice Response Management Self service Enterprise 52

ShepHyken

DECEMBER 3, 2021

Mapping out the ‘ease of doing business’ and essentially removing any barriers to service . Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels .

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. AI-Based Prediction of Customer Behavior via Speech Analytics.

Call Center 136

Call Center Contact Center Self service call center solutions 136

TechSee

JANUARY 14, 2020

Management benefits from automated scheduling, which simplifies this time-consuming task by using AI to calculate agent availability, business hours, and other rule-based parameters to ensure there are no gaps in service coverage. Post-call analysis also benefits from AI. Computer-Vision Powered Self-Service.

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Virtual Agent Self service Contact Center Call Center 109

Calltools

APRIL 3, 2024

Self-Service Options Some callers have complex problems that require help from a customer service professional. Create self-service options for tasks like paying bills, checking balances, and updating contact information. Others just want to complete simple tasks they can handle without assistance.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Callminer

MAY 27, 2020

Presented in an easy to analyze format (such as text and data visualizations), this comprehensive customer interaction data supports performance scoring, sentiment analysis, and measurement of key performance indicators across all customer communications channels. Contact Centers Leverage Self-Service. that can be automated.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Fonolo

APRIL 18, 2023

Chatbots and call-backs create rewarding self-service experiences for customers. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. Strategy #1 Empower Customers with Rewarding Self-Service Customers love self-service.

Contact Center 81

Contact Center Self service Chatbots Scripts 81

Calltools

MARCH 20, 2024

Additionally, AI can save customers time, avoid human error, reduce wait times, and support self-service options. Frees Up Agent Time Conversational AI can handle common customer service requests. Allows Self-Service Options Conversational AI makes self-service options more intuitive and efficient.

Contact Center 52

Contact Center Self service Best practices Wait times 52

SmartAction

NOVEMBER 7, 2018

EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions. For more information, visit www.smartaction.ai.

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Self service Virtual Agent Contact Center Consulting 40

TechSee

MAY 11, 2023

AI-powered flows also give field technicians an advantage by providing step-by-step guidance that’s easy to follow, allowing them to service items more efficiently in one visit. The process of fixing and troubleshooting items can be frustrating and time-consuming.

Self service 109

Self service Engineering Customer Support Technology 109

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

TechSee

JANUARY 14, 2020

Management benefits from automated scheduling, which simplifies this time-consuming task by using AI to calculate agent availability, business hours, and other rule-based parameters to ensure there are no gaps in service coverage. Post-call analysis also benefits from AI. Computer-Vision powered self-service.

Call Center 124

Call Center Virtual Agent Self service Contact Center 124

Balto

JULY 8, 2022

With access to tools like self-service FAQs and chatbots, nearly 70% of consumers now attempt to resolve their issues on their own before reaching out to a contact center. When self-service fails, these customers are more likely to want to talk to a live agent. … But It Still Remains the Biggest.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

HGS

JANUARY 25, 2021

In early 2020, just after the last trends-list cycle, the financial services client engaged HGS to help the client’s cross-functional team of approximately 20 decision-makers to: Evaluate the current state of their contact center operations. Facilitate a goals and needs analysis discussion with all key stakeholders.

Contact Center 130

Contact Center Banking Education Self service 130

TechSee

NOVEMBER 11, 2019

That’s why many vendors are turning to self-service options for effective Smart Home support. Online troubleshooting wizards and how-to videos are both useful resources but they lack the interactive dimension that is at the core of effective self-service delivery.

Technology 138

Technology Self service Wireless Contact Center 138

Dialer 360

DECEMBER 14, 2018

Customer self-service is electronic support, allows users to use technology access. The information performs routine targets without requiring of a live customer service reps. Customer self-service offers the user with 24-hour-a-day support and instant access to information. This is an increase in customer churn.

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Self service Interactive Voice Response Benchmark Technology 22