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.

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.

IVA Is the Future of Voice Self-Service

DMG

IVA Is the Future of Voice Self-Service. For customers and, increasingly, employees, IVAs can automate routine tasks and can process and personalize the handling of interactions in most self-service channels. After more than 30 years of offering interactive voice response systems (IVRs) that required customers to think like a computer and work their way through nested choices, there is finally an option that addresses the need for improved voice self-service.

IVAs Can Remake the Self-Service Landscape

DMG

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.

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.

How Can You Build Prosperous Customer Self-Service?

Dialer 360

Customer self-service is electronic support, allows users to use technology access. The information performs routine targets without requiring of a live customer service reps. ultimately, the success of customer self-service initiative depends on quality.

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.

No Greater Technological Advancement than Self-Service Products and Solutions

Jacada

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions.

Self-Service Experiences Matter Too

Avaya

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. This is especially true when it comes to customer service.

Customer Self-Service and the Role of Cloud Contact Centers

Win the Customer

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . The Rise of Self-Service. Customer Preferences and Self-Service.

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.

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.

The evolution of self-service technologies and the customer experience 

Aspect

The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

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.

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019

TechSee

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. MWC Barcelona 2019 Self-Service Sessions not to be missed.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. engagement, eGain has not only developed cutting-edge technology. companies to transform—not just improve—customer service and. center customer service. Guide search and service. service.

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. Each new wave of technology revives the dream that we can eliminate (or drastically reduce) human agents. Self-Service vs. Human-Assisted.

Trends Driving Customer Self-Service: Chatbots and Artificial Intelligence

Mindtouch

This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service.

From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service

TechSee

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”

SmartAction

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

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.

3 Ways Digital Twin Technology is Transforming Customer Support

TechSee

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Self-Service.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

Five Trends Accelerating Customer Self-Service Demand

Mindtouch

A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences.

eBook: 10 Ways You Can Improve the Customer Experience Through Self-Service

Aspect

One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. This desire for self-service can be traced back to the expectations of the new “ now consume r.” You can also find more information on self-service, here.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

The benefits of self-service. How to leverage cutting edge technology to make your customers' lives easier. A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations.

Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders

SmartAction

In the contact center, it isn’t often that a new category of technology emerges. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software. AI-enhanced Self-Service Examples.

How self-service technology is changing the contact center job landscape

Ian Jacobs

She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." They use knowledgebases, FAQs, mobile customer self-service, chatbots, and peer-to-peer communities in increasing numbers.

Self-Service is the Answer to Scale Customer Service Experiences

Win the Customer

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Communication Customer Experience TechnologySummer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale? Late last week, […].

Enhance customer service experience using self-service

NewVoiceMedia

This was at the time when gas stations were converting from full-service to self-service. These early self-service stations did not have the advanced technology as those of today. We’re self-service, you know.”.

The Case for Self-Service: Your Customers Don’t Want to Talk to You

Aspect

In fact, soon to be released research conducted by Aspect found that only 29% of millennials prefer to talk on the phone for customer service. And in both cases, if he was unable to resolve the issue with self-service he would be connected to live assistance.

Delivering a Smarter Approach to Omnichannel Self-service

Waterfield Technologies

Waterfield Technologies and Bright Pattern partner to deliver a comprehensive approach to application lifecycle management for Interactive Voice Response and omnichannel self-service solutions.

Self-Service Automation and the “Shift-Left” Model

Mindtouch

While there are many trends helping to transform self-service customer support, few garner as much conversation as automation. The “Shift-Left” self-service model. As customer self-service evolves thanks to new technologies and approaches, support organizations have the opportunity to automate—or mostly automate—certain lower-tier customer support interactions. That is to say, self-service frameworks need content.

Shoppers see the benefits of self-service, but human interaction remains essential

Aspect

Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. The study showed that 50 per cent of in-store shoppers prefer human staff to be present alongside technology.

5 Ways to Avoid Agent Burnout Through Customer Self-Service

Mindtouch

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. Customer self-service – the agent burnout antidote. This growing preference for customer self-service creates a significant opportunity to lighten the load on call centers. How then do we enable self-service by giving customers what they need to be successful?

Why Great Self-Service is Backed by Humans

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days.

The Need for Page Speed in Mobile Self-Service

Mindtouch

Okay, maybe I’ve become spoiled by the wondrous conveniences that modern technology provides. Especially if I’m using my smartphone for self-service. Let’s apply this to a mobile self-service experience, where your website visitors are likely visiting you out of necessity, not convenience. Because a slow mobile self-service experience can cost a lot more than a website bounce. Customer Experience Content Strategy Self-Service

Natural language processing and the pursuit of excellent customer self-service

Aspect

With convenience being king for consumers in the omni-channel world that we live in, the appetite for automated customer self-service is greater than ever before. Key to making it happen is to gain a comprehensive grasp of natural language processing (NLP) technology.

How to Use Interactive Video for Self-Service Support

Kayako

Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. So how can interactive video fit into your self-service support offering? Why use video in self-service support?

Enhance Customer Service Experience Using Self-Service

Answer Dash

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. We’re self-service, you know.”