InGenius

JULY 27, 2017

Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone. We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry.

Contact Center 48

Contact Center Education Self service CRM 48

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

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). A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Cisco - Contact Center

NOVEMBER 24, 2020

Contact centers have truly become the “digital goalkeepers” of the organization, handling make or break customer experience exceptions that cannot be addressed in self-service. Four Journeys, One Destination: The Cloud , a white paper by Mc-Gee Smith Analytics.

Contact Center 119

Contact Center Technology contact center solutions Cloud contact 119

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

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). A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.

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

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Uniphore

DECEMBER 17, 2021

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Learn More.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Dive Deeper into Customer Intelligence with Analytics. Analytics can capture and disperse these customer insights in real-time while agents are on a call. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 65

Contact Center Call Center Self service Technology 65

Fonolo

JANUARY 14, 2020

Top Pick: Customer self-service and the role of cloud contact centers. They also cover real-life examples of how their customers use th e software and analytics to improve their business results. This white paper explores key areas that are sure to shake up the industry. Annette Franz @ CX Journey.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 40

Contact Center Call Center Self service Technology 40

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 40

Contact Center Call Center Self service Technology 40

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. While it’s still pretty rare, companies are moving towards video customer service.”

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Totango

SEPTEMBER 22, 2022

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. Evaluating : A user or company actively assesses the service, usually during a trial or freemium period. Analytics features let teams forecast pipeline growth.

SaaS 71

SaaS CRM Advertising Analytics 71

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

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. Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. Only about a third of consumers are happy with their last interaction.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Mindtouch

FEBRUARY 7, 2018

It can make the customer support experience more efficient, enable customer self-service , and even build brand awareness. So, what the heck does the Hemingway iceberg theory have to do with help content and customer self-service? Your help content is one of the most valuable things you have to offer your customers.

Self service 71

Self service Entertainment Sales B2B 71

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? Free infographic & white paper explains why. Here are the main takeaways from that interview.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the CRM software vendor offer a self-service customer portal where customers can pay invoices, view support tickets, and collaborate with your company?

CRM 41

CRM Multichannel Marketing Accountability 41

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

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.

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Contact Center Call Center Gamification Wait times 345

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.

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Customer Service Self service Engineering Customer Support 62