DMG Consulting

MARCH 1, 2020

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web. By Donna Fluss. View this document on the publisher’s website.

Self service 87

Self service Interactive Voice Response Enterprise Virtual Agent 87

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

NobelBiz

APRIL 23, 2024

Automated reminders, payment notices, and self-service payment options empower debtors to fulfill their obligations at their convenience, fostering a sense of control and cooperation. This is why automation is especially transformative in contact centers. How NobelBiz Omni+ can take your Contact Center to the Next Level?

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

ConvergeOne

FEBRUARY 22, 2022

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. Good self-service provides the answers to all the questions the person is looking for. Does anyone read these?

Self service 98

Self service Customer Experience Interactive Voice Response Engineering 98

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

CX Global Media

JUNE 20, 2017

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart? Contact center agents are irritated.

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. That’s where sophisticated UCaaS contact center software can be of immense use.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Cisco - Contact Center

APRIL 27, 2020

Today customers want to be independent, they want access to self-serve solutions , they do not like to be sold things, they love to buy solutions to their problems and needs, thus a key to delivering amazing customer experience is to quickly resolve a customer’s problem – ideally on the first contact, even better if through self-services.

Contact Center 103

Contact Center contact center solutions Interactive Voice Response Call Center 103

Mindtouch

MARCH 13, 2019

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. The majority of self-service experiences start with a search engine.

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Self service Chatbots Engineering Contact Center 67

Mindtouch

AUGUST 21, 2019

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. 85% of customers will choose self-service first by the year 2020. Harvard Business Review.

Self service 48

Self service Engineering First call resolution Contact Center 48

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Vistio

AUGUST 29, 2022

As we get nearer to self-driving cars, the driver is becoming less and less necessary. And that has many contact center leaders dreaming of a future where technology can handle any customer issue. How close are we to self-service contact centers?

Contact Center 52

Contact Center Technology Self service Construction 52

Contact Center Pipeline

JUNE 15, 2016

With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the business’ cost-reduction objectives. An effective search […].

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Self service Analytics Engineering Metrics 100

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Auto Modeling Sophie AI starts by monitoring and learning from your service interactions.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Babelforce

FEBRUARY 4, 2021

And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. In this post: The business benefits of self-service options Do consumers want self-service options? What are the best self-service channels? And happy customers stay put! #2

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Self service Customer Support Chatbots Interactive Voice Response 52

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

Self service 59

Self service Real estate Customer Service Wireless 59

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Your contact center can coordinate outreach on multiple channels, such as email, text message or even social media.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

ConvergeOne

MARCH 16, 2021

Once they’ve gained entry, the social engineering and account-compromising happens. When it comes to contact center authentication, callers overwhelmingly prefer voice biometrics to knowledge-based security questions. This results in more callers working with the IVR and completing self-service transactions.

Contact Center 72

Contact Center Interactive Voice Response Average Handle Time Self service 72

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

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Self service Upselling SaaS Customer Support 65

3CLogic

JULY 8, 2022

As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers. In fact, effective contact center management supports the customer and employee experience, streamlines operations, and also keeps costs in check. Set your sights on these best practices.

Best practices 52

Best practices Contact Center Management Analytics 52

Cisco - Contact Center

SEPTEMBER 5, 2019

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers ? Changing Your Contact Center?

Contact Center 76

Contact Center Healthcare contact center solutions Analytics 76

Dialer 360

APRIL 25, 2019

Self-service meant to tell customers to perform tasks on their own without the information. From the call center, people were stressed by complex procedures as a lack of reliable human supports. Different companies are offering self-service to motivate customers to assist themselves. This isn’t rocket science.

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Self service Contact Center Interactive Voice Response Call Center 25

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. Contact Centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Cloud-based contact center infrastructure (ACDs and dialers). Self-service. August 2017.

Contact Center 69

Contact Center Technology Big data Gamification 69

DMG Consulting

APRIL 8, 2024

However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and scheduling the appropriate resources to get the work done within a service level. See Figure X.

Management 62

Management Gamification Contact Center Consulting 62

DMG Consulting

AUGUST 31, 2021

Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. But the investments are not fully resolving their service problems, based on the rising level of complaints about customer service in the market, as contact centers are only one of the many departments within companies that participate in the customer journey.

Enterprise 59

Enterprise Contact Center Technology Analytics 59

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? CAPABILITIES & PROCESS.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like? Solutions Expert.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

pindrop

JULY 6, 2021

Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. Passive authentication methods also help increase self-service options in the IVR. You can explore the tool kit on this page linearly or choose the section you need.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Having grown up with the Information Superhighway, they will attempt to solve issues on their own via google, youtube or other online resource before contacting a company representative for assistance. Self-service platforms.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78