ChurnZero

APRIL 21, 2023

This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. I’d say that the audience on this webinar is a little bit more forward thinking and mature in the programs.

Education 52

Education Self service SaaS Enterprise 52

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. How can artificial intelligence (AI) make customer service better?

Education 187

Education Self service CRM Best practices 187

ChurnZero

AUGUST 14, 2020

Customer Relationship Management (CRM) Software. What is a CRM? CRMs primarily function as a relationship information database. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Customer Support/Service or IT Operations. Webinar Software.

CRM 87

CRM Finance Upselling Accountability 87

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He is the CEO at Clifton Butterfield, a business advisory firm specializing in service management, customer service, and customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Mindtouch

JUNE 4, 2020

Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. The KPIs of a successful self-service project. Other business domains such as e-Commerce will begin to notice referral traffic from the self-service site.

Self service 62

Self service Contact Center Chatbots Analytics 62

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. AI-Enabled Self Service (34.8% Find out more by registering for our upcoming webinar: . Chatbots for Customers (31.0% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Automated services like chatbots allow customers to schedule their own self-service appointments. Automation can also be extremely useful for communication services.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Playvox

JANUARY 13, 2022

Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time. More Routing Options through CRM Applications. Did you know some CRM systems have capabilities to route voice and digital interactions?

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. When the tenant has an issue, they call customer service. They’re flying blind.

Management 145

Management Engineering voip outsourcing 145

NICE inContact

NOVEMBER 8, 2019

Here are a few steps you can take to communicate clearly and deliver personalized service: Incorporate plain language in your IVR system using a flexible scripting tool. This will improve the self-service experience for customers. It will also promote customers’ future use of self-service options and help you keep costs down.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

Talkdesk

MARCH 12, 2020

Studio includes pre-built components that enable administrators to simply select and drop in contact center actions, such as a Salesforce data dip which collects context from the customer relationship management (CRM) database and uses that information to inform IVR responses, routing decisions or agent-customer interactions.

Interactive Voice Response 60

Interactive Voice Response Management Self service Contact Center 60

LiveChat

JANUARY 20, 2017

For comparison, the Internet went global in the early 90s and before the 20th century ended, high-tech companies like Microsoft and Oracle became major players within the industry, providing contact centers with everything from CRM software to cloud-based solutions. It’s the era of omnichannel customer service. Trend #2: Self-service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Method:CRM

AUGUST 6, 2020

To scale your customer retention strategy, you need the help of a CRM solution like Method. Use portals to reduce friction for your buyers and give your customers the convenience of 24/7 online self-service. Here’s a quick summary of how Method:CRM can help you increase your customer retention rate long-term.

Customer retention 69

Customer retention CRM Sales Self service 69

Vonage

MARCH 26, 2018

Mobile apps and support portals provide customers with the tools to access round-the-clock service without ever needing to speak to a person. . Self-service technologies provide customers with what they want while decreasing the business cost of providing one-to-one assistance delivered by a human.

Self service 63

Self service Banking Chatbots CRM 63

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. The result is an inadequate toolset for customer service agents and poor training. We’ve all experienced the pain first hand.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

NICE inContact

AUGUST 16, 2019

The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. Explore more in our webinar replay , where our experts unpack the report’s key discoveries. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Creative Virtual

DECEMBER 7, 2021

We were also one of the sponsors for destinationCRM’s roundtable webinar Conversational AI: The Future of Customer Service? sharing insights on how to maximize the benefits of this technology through integrations and personalization.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

8x8

MARCH 23, 2017

Integration with CRM, marketing automation and other back-office systems. Simple, self-service operations. Check out the webinar to hear 8x8 and Frost & Sullivan talk best practices with customer examples. Enabling interactions with agents and employees based on skills and experience. Always-on customer engagement.

Contact Center 48

Contact Center CRM Analytics Self service 48

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NICE inContact

AUGUST 16, 2019

The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service. Explore more in our webinar replay , where our experts unpack the report’s key discoveries. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Mindtouch

JULY 25, 2017

Whereas most CRM implementations track the interactions, like emails and phone calls, KCS methodology can tie these events to specific product knowledge. Expose Customers to Self-Service Knowledge. Recording the knowledge that results from Sales and Support interactions helps make the process more transparent and repeatable.

Self service 59

Self service Best practices Upselling Analytics 59

CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities.

Contact Center 52

Contact Center Engineering Education Banking 52

Cisco - Contact Center

JANUARY 27, 2020

And we’ve made sure call highlights can be automatically synced with your CRM applications so that agents and supervisors have all your customer information in one place. Our AI-enabled self-service capabilities, built with Google Dialogflow, leverage AI and NLU to improve experiences for both agents and customers.

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Natalie Petouhof

MAY 27, 2016

. • The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • ROI of Social Customer Service- Upcoming. •

CRM 40

CRM Automotive Analytics Big data 40

ChurnZero

OCTOBER 12, 2018

Understand where there have been gaps in value and also where they’ve met their goals throughout the year. *Tip* Use data and analytics from your Customer Success Platform and/or CRM to deliver key pieces of information at scale. They might renew automatically, via self-service, or by manually signing a new contract.

Management 45

Management B2B Sales Education 45

Help Scout

DECEMBER 5, 2018

Make self-service part of your customer service. Self-service is just another form of customer service, and it often carries the highest return on investment for two reasons. Investing in a help desk that makes self-service content easily available keeps customers happy. Leverage your team.

Customer Support 40

Customer Support Self service Upselling CRM 40

SharpenCX

JUNE 29, 2021

And, automation and self-service tools are even more of a priority for customer service business leaders in a post-covid world. One of the most interesting characteristics of customer service roles is that the day-to-day responsibilities are often unpredictable. No bot can replace the human skills your agents offer.

Customer Service 67

Customer Service Coaching Call Center call center software 67

JivoChat

JULY 21, 2021

Businesses use customer relationship management (CRM) to keep track of leads and customers throughout the entire consumer journey. You’ll find CRM useful at all points of the customer lifecycle. Why Is Customer Relations Important? Building customer relations can be essential to the success of your business.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

ChurnZero

MAY 17, 2019

To delve more into this idea, earlier this week we partnered with the Customer Success Association to bring you a webinar on the topic of – The Case for Billable Customer Success. Q: Can you comment on how to structure a billable Customer Success model for lower revenue self-service clients versus high revenue, high-touch clients?

Sales 64

Sales SaaS Engineering Metrics 64

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Click Here to view the webinar Shep mentions during the beginning of the Episode with Jeff. How can artificial intelligence (AI) make customer service better?

Education 30

Education Self service CRM Best practices 30

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

NobelBiz

NOVEMBER 6, 2023

Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options. Unlock new business opportunities through omnichannel automation.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105