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IVAs: Self-Service Solutions that Work

DMG Consulting

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. These solutions make this information available to their human managers, who decide whether to add the recommendations to the self-service application.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

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?”.

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What Makes A Cloud Contact Center The Customer Experience Optimizer?

Babelforce

It’s a win-win for everyone involved – companies providing cloud services are booming and businesses using their services are making enormous savings on operational costs. But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience.

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2021: The Year of the Contact Center

DMG Consulting

2021: The Year of the Contact Center. The world has changed in the past year, in many cases for the better, and so must businesses and their service organizations. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option.

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Contact center customization when it matters most

Talkdesk

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.

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Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

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5 Top Customer Service Articles of the Week 7-12-2021

ShepHyken

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. I love the very entertaining story that sets up the main point of the article.