Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. What do your customers really think about self-service?

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past.

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Contact Center Self Service and the Customer Experience

Waterfield Technologies

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, […]. The post Contact Center Self Service and the Customer Experience appeared first on Waterfield Technologies. Blog AI Contact Center Customer Experiemce

Healthcare – Mobile and Self-Service Options for your Contact Center

Blueworx

The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their […]. The post Healthcare – Mobile and Self-Service Options for your Contact Center appeared first on Blueworx. Blog appointment scheduling healthcareCustomers expect businesses to provide quick, convenient ways to access information and manage routine transactions.

Q&A with “Excellence in Self-service Winner” – Frost and Sullivan

SmartAction

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. SA: Once a self-service application goes into production, what does ongoing operation look like? (TA):

Self-Service Experiences Matter Too

Avaya

There are times when a customer needs to dial into your contact center to ask a question or request assistance. Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1].

5 Ways to Optimize Self-Service Practices

VocalCom

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. Integrate self-service with your omnichannel strategy.

5 Best Practices for Great Self-Service Customer Support

Fonolo

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. When creating self-service content for your customers, it’s helpful to know what customers are asking about.

Contact Center Software can Balance Agent-assisted and Self-service Channels

NICE inContact

Both are hot topics when it comes to contact centers and customer experience. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Omnichannel is hot.

Modern Self-Service: Empowering Customers to Serve Themselves

Blueworx

The post Modern Self-Service: Empowering Customers to Serve Themselves appeared first on Blueworx. Blog Contact Center IVR Modern Self-Service User ExperienceAll this talk about modernizing the customer experience can quickly get overwhelming. You have many options to enhance the customer experience today with natural language speech, incorporating other channels like […].

Essentials of Cloud Contact Centers

Noble Systems

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Ultimately, your unique business needs will determine what is included in your cloud contact center system. Speech analytics is another essential for cloud contact centers.

3 Ways Contact Centers Can Manage the Transition to Home-Based Agents

Upstream Works

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. The idea of having home-based agents is not new for contact centers. 3 Key Considerations for WFH Contact Center Agents.

Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Customer service diminishes.

21 Steps to Get Customers to Love Self-Service

West

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.

The Case for Self-Service: Your Customers Don’t Want to Talk to You

Aspect

In fact, soon to be released research conducted by Aspect found that only 29% of millennials prefer to talk on the phone for customer service. But that doesn’t mean that the prospects for contact centers are glum. Learn how self-service can improve the customer experience here.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform

SmartAction

This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

How Customers Move Through The Five Layers of Self-Service

Mindtouch

That explains why the majority of people choose self-service first. Moving through the five layers of self-service. The starting points for these customer self-service journeys are as infinite as the amount of available information.

How Automation is Preparing Contact Centers for What’s Ahead

Waterfield Technologies

The post How Automation is Preparing Contact Centers for What’s Ahead appeared first on Waterfield Technologies. Blog automation outbound Self-Service strategyConsumer and business behaviors have shifted dramatically and will continue to change day-to-day.

Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Offering faster, more convenient service at literally any time. So how can your contact center IVR get there?

4 Qualities of Next-Gen Customer Self-Service

Mindtouch

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. The traditional approach to customer self-service.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days.

Guest Blog: 8 Exciting Ways AI Delights Customers

ShepHyken

Self-service. You will eventually be able to resolve most mundane and simplest issues yourself thanks to: automated processes and responses, better knowledge and self-help recommendations, extra data from devices with sensors in your home (Internet of Things).

Skyrocket Cisco Contact Center Efficiency with Artificial Intelligence

Cisco - Contact Center

Enhancing Call Center Efficiency . The Future of Cisco Contact Centers. In the vast majority of cases the first part, let’s say at least 10%-20% of the time, of a call to a Contact Center, is about data collection, name, the reason for calling, service id, etc.

Guest Blog: Want to Excel at Customer Service? Transform your Contact Centers into Customer Engagement Centers

ShepHyken

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company.

Perfecting Self-Service at Work Means Perfecting the Employee Experience

bold360 Blog

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. Employees want more and better self-service knowledge.

The evolution of self-service technologies and the customer experience?

Aspect

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

4 Contact Center Reports to Start Off Your Year

Fonolo

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service?

The Hybrid Customer Contact Center

USAN

One bucket holds transactional (self-service) events. Today, contact center leaders still have a tendency to create rules that mandate a different customer experience based on whether the interaction was self-service or involved a live agent.

How Omnichannel Contact Centers Can Maintain Business Continuity During a Pandemic

Upstream Works

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. The Contact Center as an Essential Service. How Omnichannel Contact Centers Can Adapt.

Product Series: Self-Service with Aspect Via™

Aspect

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via.

New Report: Is Your Company Making Self-Service A Priority?

Natalie Petouhof

Customer service and customer engagement now play key roles in digital transformation strategy. However, leaders often stigmatize customer service or customer care as a cost center. Unless of course, a company is doing a poor job of customer service and customer experience.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”

SmartAction

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Delivery over the cloud has made integration with existing contact center systems easier and more seamless, as well.

5 Rules for Giving Customers the Self-Service They Want

VocalCom

When designing great customer experiences, every brand should think about its self-service. Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Here are five rules for creating self-service options that truly benefit your customers. Self-service usually indicates the absence of human agents, but there are times when human intervention may be necessary.

Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders

SmartAction

In the contact center, it isn’t often that a new category of technology emerges. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software.

Trend zu Self-Service im Kundenservice wächst weiter

Aspect

Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können. Mehr über das Self-Service Angebot von Aspect finden Sie hier.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means. Self-service, Knowledge, AI & Bots.

Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”.

Application Ecosystems and the Future of the Contact Center

Avaya

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today.

5 Factors of Omnichannel Contact Center Success in the New Normal

Upstream Works

Every contact center has a universal goal: to provide exceptional customer service. As we continue to social distance, self isolate and get used to a new normal, it’s more important than ever for contact centers to focus on their overall strategy.