Big data Customer Care Self service Upselling 
SmartAction
OCTOBER 23, 2020
Director of Customer Care Strategy and Pauline Aponte, WFM. As you mentioned, we’ve been on this transformative journey with AI self-service over the voice channel for about 5 years now, and we’ve had a number of growing pains along the way. Here are a few excerpts from Jason Coats, Sr.
NobelBiz
MAY 10, 2022
Freeing agents’ time allows them to focus on higher-value tasks like upselling. At the same time, customers nowadays want to be able to conduct some tasks on their own, which is encouraging businesses to integrate self-care technologies. All of this squandered time equals greater fees for your agents.
aircall
NOVEMBER 17, 2016
This is why it’s more important than ever to provide quality self-service resources for your customers. Even shoehorning Millennials under the umbrella of “customer service trends” can be grating, since Gen Y resents generalization. Self-service tools empower customers.
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