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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. A knowledge management system can be used with all agent channels and should have an AI component.

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NOW is the time for a CX Revolution! Part Four.

Bill Quiseng

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

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Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

Only by delivering amazing customer service. By coaching to handle every situation amazingly well, you can improve reputation and get more sales/. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. Consider having on-site training workshops by customer service experts.

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This One Word Unleashes Contact Center Peak Performance

CX Global Media

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. Then you’ll better understand the impact coaching has on moving key metrics.

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ServiceNow Edition: How to optimize your IT Help Desk for tomorrow

3CLogic

In addition to increasing productivity levels, meaning more issues can be solved with less effort, these collaborative IT Help Desk tools also lead to more personalized service. Creating an intelligent solution to optimize voice self-service and live agent engagements “Password reset requests are my favorite,” said no IT Help Desk agent ever.

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3 Cloud Technology Trends to Invest in for a Better Contact Center Future

SharpenCX

Look for technology with targeted coaching and personalized remote training. Look for cloud technology that makes it possible for you to coach agents remotely so you can give frequent, focused feedback. >> Your action items for investing in secure cloud technology: Educate employees on cybersecurity risks.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.