ShepHyken

DECEMBER 7, 2020

My Comment: Our friends at Mitel have created a very cool ebook with a fantastic user experience. Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Numerous experts were consulted. When you click on their images, their insights appear.

Customer Service 365

Customer Service Self service Consulting Consulting 365

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Technology 88

Technology Customer Service Self service Customer Support 88

TechSee

JULY 18, 2019

Shoddy self-service – call deflection to self-service ensures customers receive the answers they are seeking in the most efficient manner, while reducing the number of inbound calls routed to human agents. The post How to provide an effortless customer experience appeared first on TechSee.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

Noble Systems

JULY 24, 2020

With a changing economy, high unemployment, increasing competition and consolidation, massive regulatory burden, and evolving legal requirements, the collections call center industry is reacting by embracing new approaches and new technologies to improve efficiencies, boost recovery rates, and beat the competition. That has not changed.

Call Center 87

Call Center Technology Gamification Analytics 87

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . The advances in Conversational AI technologies have made it possible to automate huge amounts of support requests, but some brands still struggle to find its real value. So how does that really affect self-service rates?

Chatbots 98

Chatbots Self service Scripts Technology 98

Interactions

JULY 22, 2022

The ones that struggled the most didn’t have technology in place that supported an evolving business. In times where businesses are pinching pennies, technology can be leveraged to keep customer experience high. With the proper technology, self-service interactions will actually serve customers better than a human agent.

Contact Center 62

Contact Center Self service Technology Customer Experience 62

Noble Systems

MAY 20, 2021

The Evolution of Speech Technologies and the Influence on CX. Part 2: Speech Technologies and the Impact on CX. Chris Hodges (SVP sales and marketing) and Ellwood Neuer (SVP solution engineering) of Noble Systems continue their discussion, sharing their thoughts on the impacts of speech technology for business and the CX.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

ShepHyken

MARCH 1, 2021

Be sure to pay attention to number five, which is to make it easy for the customer to move easily and seamlessly from a digital/self-service channel to a human-to-human channel when they want/need to. In this article, the author showcases several technologies that allow for a contactless experience. Some good reminders here.

Journey mapping 200

Journey mapping Customer Service Customer centricity Self service 200

Noble Systems

DECEMBER 7, 2020

Intelligent callback technology, such as IVR Automated Callback with IVR Virtual Assistant , offers customers choices and elevates the overall experience. Three ways intelligent callback technology can benefit customers and contact centers: 1. Customers simply do not have the time to wait on hold to speak with a customer service agent.

Interactive Voice Response 68

Interactive Voice Response Contact Center Technology Abandon rate 68

TechSee

MARCH 5, 2019

While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies. While AI has made great strides within the insurance industry, one promising element of a robust AI strategy must be further explored: computer vision technologies.

Self service 95

Self service Technology Marketing Customer Experience 95

Inbenta

MARCH 30, 2021

During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Enterprises want to automate their customer service teams by using tools that automatically complete tasks.

Marketing 136

Marketing Customer Service Self service Chatbots 136

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. All enabled by NobelBiz leading contact center technology. Holly Depies suggests that the future of SMS marketing lies in the intelligent use of technology to streamline and enhance campaign management.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Interactions

AUGUST 29, 2022

And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . The bar for customer service has been raised and those who don’t catch up will become obsolete. .

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

TechSee

FEBRUARY 21, 2022

Clearly, companies that generate value from AI consider the technology a worthwhile business transformation initiative. Artificial intelligence is a technology that mimics human activity, decision-making, and learning. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Automotive 109

Automotive Transportation Telecommunications Self service 109

Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Does self-service really equal a better experience?

Banking 62

Banking Virtual Agent Self service Wait times 62

ShepHyken

AUGUST 20, 2018

Self-Service. Technology. Self-Service : While self-service sounds like it’s making more work for the customer, this isn’t really the case. Many customers prefer the self-service checkout option at the grocery store if it means not having to stand in a long line. They are: 1.

Self service 202

Self service Banking Technology Customer Service 202

Interactions

FEBRUARY 10, 2022

There’s a lot of promise in the technology world. The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. .

Self service 62

Self service Multichannel Advertising Contact Center 62

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. The same technology can also streamline live interactions, eliminating redundancies—like having to repeat information to agents—and automating compliance, privacy and follow-up actions. Here too, technology can alleviate process complexity and user frustration.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

Noble Systems

FEBRUARY 10, 2021

Anywhere customer service and engagement. Thanks to COVID, companies learned quickly that a flexible, omnichannel cloud-based technology that supports on-site, remote and hybrid working models is fundamental to being able to deliver the best possible experience to customers from anywhere at any time. AI delivers on its promise.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Contact centres need to be prepared for the impact of new technologies on their operations, structure and workload.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Transition to work-at-home with legacy technology. 25% Lack of self-service options. Download eBook. Use Self-Service to Handle High Call Volume. Bring the Service Back to Self-Service.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Creative Virtual

FEBRUARY 24, 2022

All of these scenarios provide a frustrating, negative self-service experience. With digital self-service such an important piece of customer support, a chatbot with these limited capabilities is detrimental to the success of your customer experience (CX) strategy. The last thing you want to do is make them feel tricked!

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

Interactions

JUNE 24, 2021

Even with great technology, we still see some brands missing the mark on key traits that are needed to fulfill customer expectations. If the technology that a brand is using does not address these best practices, it’s not a technology that is actually supporting customer expectations (or your business!). Agent optimization.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

Interactions

MAY 6, 2021

When technology alone fails… But even the combination of humans and AI can fail. While this does reduce the initial wait time, the technology is not sophisticated enough to add value to the interaction. In these cases, we can see that technology and self-service doesn’t always meet the expectations of customers.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

TechSee

MARCH 17, 2020

Human schedulers at field service organizations must keep on top of multiple technicians, assessing their availability and skill sets for each job. Computer Vision AI also enables the technician to perform a variety of tasks in self-service / self-help mode.

Enterprise 109

Enterprise Customer centricity Wait times Self service 109

Interactions

SEPTEMBER 30, 2021

Therefore, convenient and patient-centered experiences are required to meet expectations, like self-service scheduling, billing, and appointment reminders. . With a patient-centric approach, technology is required to support quality experiences at scale. How can Conversational AI improve patient engagement?

Healthcare 62

Healthcare Virtual Agent Self service Best practices 62

Inbenta

NOVEMBER 9, 2021

The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms. Covid-19 has accelerated the deployment of these technologies even further.

Banking 95

Banking Chatbots Customer Care Self service 95

Connect

JANUARY 25, 2024

Crafting exceptional customer experiences (CX) by applying innovative technology has become a strategic differentiator in the digital era. But as contact centre technology continues to advance at pace, these capabilities will eventually move from differentiators to commodities. Blend AI technologies to become more agile.

Cloud contact 50

Cloud contact Construction Technology Self service 50

Interactions

JUNE 17, 2022

Empowering customers with the ability to self-service eliminates the wait times by reducing the reliance on human agents. When technology takes the lead on the interaction, customers can be set forth on the most efficient path of success to get their issues resolved. Follow the rules of conversation. It’s what they want.

Wait times 62

Wait times Self service Enterprise Technology 62

Quiq

DECEMBER 5, 2019

Ebook: Messaging Best Practices for Credit Unions. Creditunions.com: 7 Strategies to Support Self-Service. The race toward the next generation of self-service is underway. Read "7 Strategies to Support Self Service" for the technology tips to reduce call center volume. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

Uniphore

AUGUST 6, 2021

Download eBook. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Interactions

MAY 14, 2020

One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. You can be the most secure company in the world, but if your consumers don’t know about your security, they won’t feel comfortable using your technology. Contact Center Challenges.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

Mindtouch

MAY 24, 2019

Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017. 85% support interactions will start with self-service by 2022 – up from 48% in 2018.

Self service 84

Self service Chatbots Metrics Feedback 84

Interactions

FEBRUARY 25, 2021

Not to mention, utilities are under increased pressure from Public Utility Commissions (PUCs) to improve handling of unplanned spikes due to outages, either through the use of new technology, or by increasing their contact center agents to handle the increased call volume. . Offer self-service options to decrease wait times.

Best practices 62

Best practices Wait times Self service Contact Center 62

Interactions

JULY 29, 2021

What consumers want (and don’t want) in a customer service interaction. Customers recognize the benefits of self-service through automated systems. This is no surprise since many brands have tried to implement automation in an attempt to offer self-service over the years, but these efforts often fall short.

Customer Care 71

Customer Care Surveys Wait times Self service 71

Interactions

MAY 28, 2020

And, they are more willing to use self-service technologies to communicate with brands. No matter what industry to task, consumers are now more open to using technology to its fullest potential to keep themselves safe. From infrastructure to technology to workforce, every business is trying to do more with less resources.

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

Interactions

OCTOBER 7, 2021

The reason is that there are so many pieces in the customer service equation, such as technology, live agents, and back-end systems. For example, the technology could be outdated, agents have bad days, and there could be integration issues. Check out our eBook here. . Want to learn more about consumer preferences?

Customer Service 62

Customer Service Wait times Self service Finance 62