Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. In this day and age when self-service options are available, customers are usually calling in because they have a more complicated issue that isn’t easily solved.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Cisco - Contact Center

DECEMBER 17, 2020

For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

teleopti

SEPTEMBER 18, 2019

Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Building an organization that is fuelled by customer service makes sound business sense. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

TechSee

MARCH 19, 2018

With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants. Computer vision also enables gradual automation towards full self service with device recognition and augmentation.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Compare, for example with State of Customer Care report we covered here. Who wrote it: Five9. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Here are three ways your call center can improve quality assurance through analytics. Go beyond random sampling.

Contact Center 56

Contact Center Analytics Coaching Self service 56

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Transparent BPO

DECEMBER 3, 2019

TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Will it replace the need for human agents or merely change the dynamic as it relates to service delivery? For every poor example of implementation, there have been four or five great examples.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Fonolo

JANUARY 14, 2020

Top Pick: Customer self-service and the role of cloud contact centers. Their blog, which is updated regularly, aims to educate the customer service community on the latest trends in CX. They also cover real-life examples of how their customers use th e software and analytics to improve their business results.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Avaya

MAY 20, 2019

Speech and Text Analytics: Analyze what’s happening in customer conversations—be it voice- or text-based—to uncover where agents are struggling with things like limitations in applications, procedures, policies or anything else that prevents them from being the best they can be. Stop by our booth to engage and learn!

Marketing 11

Marketing Self service Contact Center Quality management 11

Comm100

FEBRUARY 7, 2018

For example, with UserVoice.). Will the vendor provide instant support for urgent issues, for example by phone or live chat instead of email or ticketing? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content?

CRM 41

CRM Multichannel Marketing Accountability 41

Totango

SEPTEMBER 22, 2022

Customizing customer service. For example, SaaS management tools, SaaS testing tools for IT teams, and SaaS security tools. Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. SaaS Analytics Tools. Google Analytics.

SaaS 71

SaaS CRM Advertising Analytics 71