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Uncover the Value of Digital Self-Service CX

Contact Center Pipeline

One way to achieve this level of differentiation is through digital self-service experiences, which empower customers to get answers to questions and complete transactions without having to engage a contact center agent. Today, brands must differentiate the experience they provide their customers or risk losing them to competitors.

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Is The Move to Self-Service Better For Your Organization Or The Customer?

Beyond Philosophy

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

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Benefits of Agent Self-Service in Workforce Management

SQM Group

Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or team development.

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Removing The Training Wheels - Self Service Solutions in Speech Analytics

Call Center Weekly

With self-service solutions. What does “self-service solutions” mean? They start feeling like the nerdy kid in school who the popular kids only talk to when they want to copy their algebra homework. So how do you reduce this?

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

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Understanding the Dynamics: AI Chatbots vs. Self-Service Portals in Contact Centers

Win the Customer

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. Let’s delve into the pros and cons of each to empower informed decision-making.

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How Self-Service Options Enhance Customer Experience

Calltools

Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. 5 Types of Self-Service Options Self-service options allow customers to find answers to their questions or concerns without having to speak with a live agent.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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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? 15 Minute In-n-Out Training. Employee Incentives.and more!

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The Post-Covid CX Powered by AI

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

Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.

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

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.