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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. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

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6 Habits of a Customer-Centric Brand

VocalCom

Make self-service a part of the omnichannel experience. Customers love to save time, and self-service offers an ideal solution. Your brand can only be customer-centric if your entire organization is on board. The post 6 Habits of a Customer-Centric Brand appeared first on Vocalcom Blog.

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Attention B2B Players: Omnichannel is Here to Stay

Anexa BPO

Recent research shows that two-thirds of US buyers now opt for non-face-to-face interactions or digital self-service at various stages of the decision journey. In order to enable seamless end-to-end omnichannel journeys, B2B players must develop personalized views of each customer, and deliver consistent messaging across all changes.

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3 Reasons Your Organization Needs Digital CX in 2021

Upstream Works

It is with this information that contact centers can provide more informed and personalized service. Customer experience then becomes a core strategic focus for businesses. Research from McKinsey shows that becoming more customer-centric can lead to improvements of 20-30% in customer satisfaction.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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3 Methods to Capture the Promise of Technology in Call Center BPO Offerings

TechSee

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

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10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction. Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency. without speaking to an agent.

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

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.