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Empower Customers With Self-Service Blog #2

Enghouse Interactive

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

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Want to boost Customer Success? Start with self-service.

inSided

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! at the forefront of your overall business goals.

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Real-Time Adaptive Intraday Management Saves the Day

DMG Consulting

However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and scheduling the appropriate resources to get the work done within a service level.

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Workforce Planning: How it Establishes Gold Standard Service

Playvox

The quality of customer service experiences is a critical factor in shaping customers’ opinions of a brand and driving loyalty. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX. Intraday Management. You can’t change what you can’t see.

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Customer Expectations: The Complete Guide

Fonolo

For example, for “simple” inquiries (like “What’s my bank balance?”), self-service channels are preferred. In the call center, it’s often hard to determine what the right service level is – and service levels are naturally different on different channels. That number jumps to 72% when they have complaints.

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What Makes the Cyara Platform Transformative?

Cyara

And in the event of issues on your communication channels, our platform promptly provides detailed reports, giving your team the valuable insights they need. This allows them to quickly troubleshoot and resolve problems or provide evidence to your carriers if they are failing to adhere to their service-level agreements (SLAs).

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Welcome to the new world of self-scheduling for frontline employees

teleopti

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. 3 ways to maximize the power of self-scheduling technology for frontline employees. 3 ways to maximize the power of self-scheduling technology for frontline employees. Humanize the workplace.