Beyond Philosophy

DECEMBER 28, 2023

When he works for a company, he makes it clear that he owns every interaction a customer has with a company, self-service or human, in every channel and every life cycle stage. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. If it comes from a human, then great. Click here.

Airlines 221

Airlines Self service Call Center Personalization 221

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 166

Customer Service Self service Personalization Marketing 166

Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach , Chris du Toit of Jacada made me think about the best of both worlds. Stop people, send them to self-service. Do you send them all?

Self service 75

Self service Contact Center Analytics Metrics 75

ShepHyken

JUNE 19, 2019

I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently. Customers like a good self-service solution.

Customer Service 330

Customer Service Self service CRM Customer Support 330

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. times be highly effective when giving customers a path to self-service 2.9 You’ll get 11 opinions.”

Customer Experience 195

Customer Experience Self service Feedback Management 195

Beyond Philosophy

AUGUST 24, 2023

So, even though I think waiting is usually bad (like at the self-service check-out at the store), there are cases where it provides anticipation, which is fun and beneficial to the experience. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Click here.

Banking 195

Banking Coaching Wait times Chatbots 195

SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — In October 2022, SmartAction attended Customer Contact West conference by Frost and Sullivan. SmartAction stood out at the conference as leaders in Conversational AI by presenting innovative solutions for contact centers. .

Virtual Agent 56

Virtual Agent Self service Contact Center Feedback 56

Zappix

MAY 26, 2022

The leading Visual Self-Service provider will present its solution and a joint case study with partner Premiere Response. The session will examine the power and impact of the “Humology” philosophy — combining the strengths of human agents and modern self-service technology.

Self service 40

Self service Technology 40

ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. All communication must, instead, take place digitally––even self-service. Consumer interactions have changed as well. Most employees have moved to the work-from-home set-up.

B2B 367

B2B Journey mapping B2C Telecommunications 367

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. You may use some or all of them. Back to CX Accelerator Blog

Customer Support 316

Customer Support Wait times Self service Best practices 316

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Natalie Petouhof

FEBRUARY 1, 2016

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award for its self-service analytics with Alation. What Does This Mean To You?

Self service 40

Self service Analytics Big data Engineering 40

Beyond Philosophy

AUGUST 17, 2023

Time Well Saved Another critical idea here is that services are often time well saved. Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. He sees organizations that provide services are doing things for customers so they can do something else. Plus, you lose human interaction.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. Then, the start-up will intervene, nudging the customers to restructure their payments through a self-service menu. One of their clients was a big US bank.

Banking 195

Banking Contact Center Coaching Self service 195

Spearline

OCTOBER 26, 2021

Familiar applications include telephone banking, Interactive Voice Response (IVR) functions, or accessing conference services like Zoom, Webex and others. DTMF introduced the ability for customer self-service through simple keypad selection of a menu option. DTMF has grown into many applications across telephone networks.

Interactive Voice Response 96

Interactive Voice Response Telecommunications Self service Banking 96

Nicereply

MARCH 23, 2021

Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Shep’s an author, speaker and thought leader on all things customer service. Customer Service Podcast Hosts. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

JULY 22, 2022

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. A few years ago, I heard Kevin Ashton speak at a conference. Self-service and sustainability: the evolution of product design.

Engineering 109

Engineering Self service Government Healthcare 109

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Summer HR Conferences. Telephone Etiquette.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

TechSee

MARCH 10, 2021

Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers. These advanced use cases facilitate a convenient and pleasant user experience.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

Interactions

MARCH 28, 2019

Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Conference hosted by AVIOS in San Jose and Enterprise Connect conference in Florida. Don’t make me speak robot. People want ease when seeking answers from brands.

Self service 63

Self service Contact Center Multichannel Customer Care 63

Hodusoft

JULY 19, 2023

Cost Savings: By automating call routing and leveraging self-service options such as IVR, businesses can reduce the need for additional staff and handle more calls with fewer agents. IVR systems enable self-service capabilities and help route callers to the right department or agent.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Call Experts

JANUARY 8, 2020

Self-service. Also, by incorporating these solutions into your customer journey, you can provide self-service options for your customers and help reduce the number of calls to your support team. Sometimes, voice communication can cause issues for customer service and may cause inconvenience in communication.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Call Experts

DECEMBER 18, 2019

Focus on self-service benefits. The intention of automation is self-service at all times of the day. While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. Summer HR Conferences.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

JustCall

OCTOBER 22, 2023

Self-Servicing Facilities Healthcare call center software can be an enabler of self-service. Patients can connect with healthcare providers over calls or video conferences, which grants them quick and convenient access to trusted medical opinions. to enhance the patient experience.

call center software 52

call center software Healthcare Call Center Interactive Voice Response 52

Creative Virtual

OCTOBER 13, 2020

When it comes to using these AI tools to provide customer service, they can only be trained appropriately with real-life user inputs. She ends her post by recognising the important role humans, both customers and the virtual agent experts, have in helping these self-service tools deliver a continuously improving experience.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Talkdesk

NOVEMBER 13, 2018

From spectacular speakers to groundbreaking announcements, Opentalk18 was a conference to remember. We transformed Pier 48 into a show-stopping venue to host thousands of attendees for our yearly conference. Networking – Business relationships are often formed at conferences such as Opentalk18.

Entertainment 78

Entertainment Benchmark Self service Contact Center 78

CSM Magazine

SEPTEMBER 30, 2022

Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. Joint runner-up: Implements self-service, updates knowledge base and adds agent coaching to increase topline revenue. 26-29), after two years of virtual sessions. About Calabrio.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

Call Experts

OCTOBER 23, 2019

Then you can craft a self-service experience, train your support team, and develop content. Build a knowledge base to support self-service solutions. customize and tailor your customer journey touch points and build a self-service knowledge base. (2) 3) scalability in services. Summer HR Conferences.

Personalization 53

Personalization Customer Service outsourcing Self service 53

Kayako

OCTOBER 8, 2015

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. How to improve customer self-service. Sign up for it now.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

BlueOcean

DECEMBER 18, 2023

At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.”

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Creative Virtual

MARCH 27, 2023

By Björn Gülsdorff CCW is the “international conference and trade show for innovative customer dialogue”, which is a bit bulky a title, but much better than the original ”CallCenterWorld” which is no longer a good fit. Unfortunately, this is now easily confused with ContactCenterWorld, also called CCW.

Virtual Agent 52

Virtual Agent Education Self service Management 52

Creative Virtual

OCTOBER 22, 2019

The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

8x8

OCTOBER 31, 2018

If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service. We look at it (self-service) as getting an answer to customers in a better way.”

Chatbots 78

Chatbots Self service Average Handle Time Contact Center 78

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. Published on: April 12, 2019.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Call Experts

MAY 2, 2019

Improve digital and self-service support functions. Here are some high-level tips to consider when analyzing if contact center services are the right fit for your business: Does your contact center offer a connected technology solution? Does your contact center offer the ability to provide self-service tools to your business?

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). Stop: forcing customers into digital self-service (chat bots, kiosks, etc.) Do it for me – This is no longer the age of self service.

Self service 115

Self service Feedback Technology Customer Experience 115

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. Summer Conferences for Medical Professionals and Equipment Providers.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69