ConvergeOne
FEBRUARY 22, 2022
In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. The added bonus?
CCNG
SEPTEMBER 13, 2023
Using external consultants to conduct a 2 1 2 day “discovery” workshop then entering the Digital Enablement phase to deliver targeted digital capabilities that were identified during the Digital Discovery process. Leaders model these behaviors and call out agents who exhibit these behaviors.
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NobelBiz
APRIL 3, 2023
As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.
AWS Machine Learning
MARCH 31, 2023
Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.
ShepHyken
NOVEMBER 20, 2020
Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Empowering instead of directing employees increases job satisfaction and quality of service. A guide to discovering service problems that cause frustration before customers let you know about them.
TechSee
AUGUST 14, 2023
Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.
Creative Virtual
OCTOBER 22, 2019
In particular, Liam will discuss how chatbot and virtual agent technology is now being used in a much more sophisticated way to create conversations with customers and deliver personalised service experiences. His session will include live demonstrations and actionable tips for selecting and implementing conversational self-service.
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