VocalCom

JUNE 18, 2020

Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. Want to know more about the evolution of contact centers ?

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

teleopti

APRIL 30, 2019

Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences. Then use advanced WFM technology to balance and schedule different contract types and see the difference flexible working makes to employee satisfaction.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

TechSee

MARCH 19, 2018

Natural Language Processing (NLP) algorithms have enabled AI-powered tools to grasp context, power smart classification, routing of customer inquiries, and create conversational chatbots. 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

Natalie Petouhof

AUGUST 15, 2022

“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. Simply put, listening is the foundation for understanding, which should lead to action.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Fonolo

SEPTEMBER 6, 2018

Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency. White Paper: The Secret Sauce for Increasing Customer Happiness.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Fonolo

FEBRUARY 20, 2020

Whether that’s with smarter self-service options like chatbots and visual IVRs, or with better decision-making tools to help agents get to the right solution faster, companies are relying on AI and smart automation to fill the gap. This white paper explores key areas that are sure to shake up the industry.

Contact Center 101

Contact Center Call Center Wait times Technology 101

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. Plus, self-service is available 24/7.

Marketing 218

Marketing Customer Service Airlines Self service 218

CSM Magazine

JANUARY 12, 2021

Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them. Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Next, focus on collecting representative data samples.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Quadient

SEPTEMBER 28, 2020

Therefore they are more open than ever to trying new technologies such as automated self-service options and chatbots to self-manage through relatively minor concerns. Go deeper on this topic by downloading the white paper, " Is Telecoms Customer Experience Fit for Purpose in the Time of COVID-19? ". . . . . .

Customer Experience 52

Customer Experience Management Self service Entertainment 52

Eptica

FEBRUARY 28, 2018

While this is fine for routine tasks (such as finding information through self-service systems for example), pushing more complex tasks onto consumers makes them question exactly what value your brand is providing to them. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

Comm100

MAY 31, 2016

Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. The following self-service channels can help you prevent a number of difficult customers scenarios from occurring: FAQ.

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42

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. In fact, Gartner predicts that by 2020, 25% of customer service operations will integrate chatbots or virtual assistants across engagement channels. Enhance Social Engagement.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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. In fact, Gartner predicts that by 2020, 25% of customer service operations will integrate chatbots or virtual assistants across engagement channels. Enhance Social Engagement.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

MARCH 12, 2020

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Provide Self-Service on Multiple Channels.

Self service 118

Self service Best practices Customer Support Chatbots 118

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. Contactless preferences encourage self-service, even online. Technological Trends.

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

Fonolo

FEBRUARY 7, 2013

Poor self-service options or alternative support channels. If your self-service options are not helpful or easy to use, people simply won’t use them. If your self-service options are not helpful or easy to use, people simply won’t use them. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Serenova

NOVEMBER 26, 2019

Fact: Most Companies Struggle with Omnichannel Customer Service. Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI).

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

JivoChat

AUGUST 9, 2021

Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. In a 2019 white paper , TTEC urges companies to shift away from channel-centric strategies, as they create fragmented experiences, departmental silos, and inconsistent messaging, policies, and processes.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. In a 2019 white paper , TTEC urges companies to shift away from channel-centric strategies, as they create fragmented experiences, departmental silos, and inconsistent messaging, policies, and processes.

Personalization 52

Personalization Customer Service B2B SaaS 52

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 live chat provider offer a Chatbot or AI with its own reporting system? Additional Considerations for Live Chat Software.

CRM 41

CRM Multichannel Marketing Accountability 41

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

Fonolo

JUNE 20, 2018

Change things up with chatbots. Provide the option for online self-service. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year. White Paper: CX Trends You Need to Watch in 2018.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Vonage

DECEMBER 6, 2018

Self-service technologies such as chatbots offer customers 24/7 accessibility and businesses speed and scalability. Despite these benefits, a trusted human advisor still trumps a machine in the most difficult customer service scenarios. Channels supported. Connected customers enter and exit conversations across channels.

CRM 58

CRM Engineering Contact Center Chatbots 58