Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

It isn’t focused on just self-service or just agent engagement because customers no longer need to make a binary decision […]. Self-Service assisted service call center contact center CSRPA Customer Service Robotic Process Automation self-service VCAs virtual customer assistants

Webinar: Contact Center Self-Service and AI

Taylor Reach Group

Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service.

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Contact Center 2020: Yesterday and Today

Contact Center Pipeline

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.

Take Self-Service Up Another Notch

Contact Center Pipeline

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Self-Service AI analytics API application programming interfaces artificial intelligence biometrics bots call center contact center Knowledge Management natural language technology optimization

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

Finding the Right Self-service Mix in Your Contact Center

NICE inContact

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. What do your customers really think about self-service?

Self-Service in the age of AI

Taylor Reach Group

Self-service has been employed for more than 30 years to allow customers to serve themselves. Technology is a tool, and there is a lot of good technology out there that can underpin successful self-service. What about when the center is closed? By Colin Taylor.

Call Deflection strategies in the age of self-service

TechSee

Call deflection is the process of routing a customer enquiry to an alternative service channel. He navigates to the Contact Us page of the supplier’s website and easily finds the Customer Support phone number. Make sure each of your self-service channels is fully functional.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Milestones on the road to autonomous AI self service.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Making AI Work in the Contact Center

Contact Center Pipeline

Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-service

5 Steps Toward a Successful Self-Service Strategy

TechSee

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Determine when customers want self-service.

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […].

Self-service: a Key to Reducing Dissatisfaction in Customer Relations

Inbenta

Self-service and customer relations: provide autonomy to your customers. Self-service tools are fully capable of responding to this growing need among your customers by offering a harmonised and automated solution.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

Matching Public Utilities to Contact Center Self-Service

ChaseData

Today’s consumers are increasingly fond of self-service. However, a larger part of this desire for self-service options comes from the newer generations’ lack of desire to talk to actually talk to other people on the phone.

Contact Center Self Service and the Customer Experience

Waterfield Technologies

Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, […]. The post Contact Center Self Service and the Customer Experience appeared first on Waterfield Technologies. Blog AI Contact Center Customer Experiemce

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

Contact Center Pipeline

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Technology call center chatbots contact center omnichannel experience self-service

Mobile Self-service Modernizes Your WFM

Call Center Coach

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. Mobile Self-service Modernizes your WFM Click to Tweet. His tool truly meets the needs of the modern workforce and contact center.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

Technology call center contact center employee engagement intelligent self-service Knowledge Management scheduling apps workplace stress management

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . The Rise of Self-Service. Customer Preferences and Self-Service.

Driving Margins by Minimizing Contact Center Costs

Contact Center Pipeline

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

Contact Center Customer Experience Best Practices

Callminer

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. What customer experience best practices to you leverage in your contact center?

What’s the Ceiling on Self-Service?

Fonolo

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Self-Service vs. Human-Assisted. Movements from the human realm to the self-serve realm is harder. VPs & Directors of Contact Centers.

4 Ways to Improve Contact Center Operational Efficiency

Fonolo

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. Create additional self-service channels.

Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1.

Healthcare – Mobile and Self-Service Options for your Contact Center

Blueworx

The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their […]. The post Healthcare – Mobile and Self-Service Options for your Contact Center appeared first on Blueworx. Customers expect businesses to provide quick, convenient ways to access information and manage routine transactions.

IVAs Can Remake the Self-Service Landscape

DMG Consulting

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

6 Ideas to Enhance Your Self-Service Contact Center

Dialer 360

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. There are a lot of methods to optimize self-service practice.

5 Best Practices for Great Self-Service Customer Support

Fonolo

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. When creating self-service content for your customers, it’s helpful to know what customers are asking about.

Ask the Experts: Conversational AI Automation Step-by-Step

Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction

Everyone knows they need to implement conversational AI to automate more calls and chats, but there’s just one problem: conversations with machines aren’t easy. Join the interactive session where Purchasing Power’s Tiffany Anderson will detail the nitty-gritty on how they automated 25% of their call volume that used to be handled by live agents which lowered costs by 20% and increased NPS by 13%.

Q&A with “Excellence in Self-service Winner” – Frost and Sullivan

SmartAction

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. SA: Once a self-service application goes into production, what does ongoing operation look like? (TA):