ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 168

Customer Service Self service Personalization Customer retention 168

ConvergeOne

FEBRUARY 1, 2022

Are your customers demanding that you do something different to improve their experiences? If so, it’s time for your customer care organization to modernize—but what does that mean, exactly, and how can you best position yourself and your organization for success? For other companies, it involves streamlining self-service tools.

Customer Experience 104

Customer Experience Customer Care Self service Consulting 104

HGS

MAY 27, 2015

I believe this will be a valuable differentiator for customer experience management specialists in the future. Simple and routine transactions will be automated as more and more customers move to digital and self-service routes. Knowledge Is Power.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

TLC Associates

JUNE 20, 2019

Providing self-service options or even virtual queueing (where customers can keep their place in line without remaining on the phone) keep customers engaged for longer, which also has a positive impact on your CSAT scores. Abandon Rates – When call volumes increase, there will be an uptick in abandon rates.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. You can learn more about call center gamification in this workshop episode. One way to tackle these agent-related issues is by introducing gamification into the contact center workflow.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

delighted

SEPTEMBER 20, 2019

For example, a mere 10-20 years ago, a customer service rep might be needed to complete a basic transaction or share features and benefits to make a sale. Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45