Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 99

Contact Center Call Center Self service Surveys 99

teleopti

SEPTEMBER 18, 2019

Involve and empower – to drive positive customer experience (CX) and business success. Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Turn customer journeys into business journeys.

Management 57

Management Customer advocacy Employee engagement Self service 57

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Limited Automation Options.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A good customer service knowledge base: Meets Customer Expectations for Self-Service. How-to instructions. Infographics.

Customer Service 62

Customer Service Self service Engineering Customer Support 62