Take Self-Service Up Another Notch

Contact Center Pipeline

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Self-Service AI analytics API application programming interfaces artificial intelligence biometrics bots call center contact center Knowledge Management natural language technology optimization

Customer Self Service – What the Future Holds

TechSee

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. As self-service technology becomes more sophisticated, both consumers and enterprises are feeling the benefits.

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Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

It isn’t focused on just self-service or just agent engagement because customers no longer need to make a binary decision […]. Self-Service assisted service call center contact center CSRPA Customer Service Robotic Process Automation self-service VCAs virtual customer assistants

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. Determine when customers want self-service.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

New KPI Metrics in the Era of Self Service

TechSee

Once upon a time, measuring customer service success was straightforward. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. Customer care center metrics in the era of self-service clearly require a different approach.

What is Digital Self-Service?

Inbenta

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. Self-service: to meet what need? Which self-service solutions to implement?

The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Overcoming customer self-service obstacles

TELUS International

Customer Service Channels

Call Deflection strategies in the age of self-service

TechSee

Call deflection is the process of routing a customer enquiry to an alternative service channel. He calls, waits on hold for a few minutes and then a Customer Service agent walks him through the steps until he has the system programmed exactly as he wants it.

Study: The Health of the Contact Center

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

Webinar: Contact Center Self-Service and AI

Taylor Reach Group

Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. By Colin Taylor.

Customer Self Service Is New Normal

Knowmax

Customer Self Service Is New Normal. Knowledge Management Self service

Self-service: a Key to Reducing Dissatisfaction in Customer Relations

Inbenta

Self-service and customer relations: provide autonomy to your customers. Self-service tools are fully capable of responding to this growing need among your customers by offering a harmonised and automated solution.

The Shocking Truth About Self Service

Steve DiGioia

when self-serve stations are no help at all This original article was written by Steve DiGioia. So why don’t self service stations work as intended? Two lanes with a person and 2 lanes each with 4 self checkout terminals. Customer service at its best, huh?

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

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

Self Service Should Never Mean Solo Service

Customers That Stick

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor.

The self-service guilt trip

Kayako

Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. I want to break down some of the biggest guilty thoughts you might encounter when trying to build a self-service strategy.

All You Need To Know About Getting Customers To Use Self Service In Public Libraries

Myra Golden Media

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. Introduce Self-Service. Share the Benefit of Using Self-service Options.

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI

Inbenta

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. Forecasted improvement: 30% of current cases redirected to self-service.

5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

Advances in conversational AI have led to the growing adoption of cloud-based virtual agents to automate conversations traditionally handled by live agents over voice, chat, and text. Join Tom Lewis, CEO of SmartAction, and learn 5 best practices that leading organizations are using to transform to AI self-service without compromising an ounce of Customer Experience (CX).

Get Excited About Self-Service

Strategic Contact

If you’ve been in this industry for any length of time, you may waffle between excitement and cynicism over self-service (SS). Read More » Self-ServiceThere has been so much promise and hype tempered by an equal measure of disappointment. To tip the scales in favor of excitement, here’s my list of game-changers that can transform a lackluster SS.

How to Successfully Implement Customer Self-Service Strategies

Fonolo

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use.

The 7 Factors of Positive Self-Service Experiences

TeamSupport

As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue.

The Route to Fully Autonomous AI Self Service Starts at your Contact Center

TechSee

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Milestones on the road to autonomous AI self service.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Self Service In Telecom Is Now The Top Priority

Knowmax

Self Service In Telecom Is Now The Top Priority. Customer Experience Knowledge Management Picture Guides Self service AHT How to guides

Why Self Service Remains Jam Tomorrow

Brainfood

In an unsurprising finding, Gartner has recently declared that self service resolution rates suck and omni-channel has just confused things. Even though they conclude by encouraging greater commitment to self service, the summary of their research seemed light on practical ideas.

How to Write Self-Service Support Material

GetFeedback

When done right, self-service support material help your customers complete tasks on their own. Articles

Breathe new life into your self-service

inSided

Earlier this year, inSided was featured in Forrester’s exclusive report, “How to Modernize Digital Customer Self-Service”. We’ve put together a round-up of the main report findings, because self-service is the future, and we want to help you nail it!

Implementing Virtual Agents: Where to Start, and How to Finish

Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group

Join us for this in-depth conversation with TechStyle Fashion Group, as they openly discuss their decision to go virtual, and the challenges they faced along the way as they dabbled with both building the omnichannel self-service platform themselves, and outsourcing the design to a partner.

What’s the Ceiling on Self-Service?

Fonolo

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Self-Service vs. Human-Assisted. Movements from the human realm to the self-serve realm is harder.

Mobile Self-service Modernizes Your WFM

Call Center Coach

Mobile Self-service Modernizes your WFM Click to Tweet. I was able to rapidly see the benefit of using the rapid response of mobile self-service in WFM exception processing (and more) when I met Taylor Pack from Branch Messenger at Call Center Week.

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

DMG Consulting

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better. Either way, during the past four decades, touch-tone and/or speech-based IVRs have become the most common form of customer self-service, second only to the web.

Self-Service and Automation Customer Care Best Practices

Bright Pattern

Everyone’s talking about self-service automation, it seems. self-serviceOf course, no one likes to talk about the amount of work that goes into automation.

IVA is the New IVR

Speaker: Brian Morin, CMO, SmartAction & Dan Fox, VP, Product Marketing & Strategy, SmartAction

Let’s face it, your customer service reps are handling too many repetitive, linear interactions that could be easily automated, but the limitations of your touchtone IVR means you are unable to expand self-service capabilities to automate more. Hear how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.

These 3 Keys for Getting Library Customers to Use Self-Service Is Going to Change Your Service Model!

Myra Golden Media

Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. Self-service at the library must be a smooth and quick experience. There are 3 steps you can take to make self-service work.

IVAs Can Remake the Self-Service Landscape

DMG Consulting

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs.

5 Best Practices for Great Self-Service Customer Support

Fonolo

Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1.

Flowchart: Is your best customer service option self-service?

TELUS International

Customer Service Channels

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. It’s clear that digital self-service.