Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
Fonolo
JULY 5, 2018
What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Another Way to Think About it.
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Fonolo
JULY 19, 2018
The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. White Paper: 9 Critical Contact Center Trends for 2018. Some Good Reading.
Fonolo
JANUARY 31, 2018
Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) Millennials comprise the largest group of employees in contact centers today… craves constant feedback… [so] share with agents the information they need so they can adjust their performance throughout the day.”. Plus So Much More!
Fonolo
AUGUST 29, 2018
You should consider onboarding, continuous training, career development, work-life balance, rewards and recognition, and soliciting feedback. Doing” human interactions well in an increasingly self-service world will set you apart. White Paper: CX Trends You Need to Watch in 2018. Learn more about Jon here and here.
Fonolo
APRIL 24, 2018
A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. It’s reasonable to assume that improving self-service will decrease the need for agents, but the relationship is more complicated. See Is Chat Eating into Phone-Based Customer Service?
Natalie Petouhof
AUGUST 15, 2022
It’s the first step to integrating feedback and insight into customer and employee experiences. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.
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