ShepHyken

AUGUST 31, 2018

Self-service. You will eventually be able to resolve most mundane and simplest issues yourself thanks to: automated processes and responses, better knowledge and self-help recommendations, extra data from devices with sensors in your home (Internet of Things). He’s a Marketing Manager for customer engagement software, RichCall.

Self service 190

Self service Chatbots Interactive Voice Response Personalization 190

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Banking Analytics 122

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

Self service 83

Self service Contact Center Chatbots First call resolution 83

BlueOcean

APRIL 7, 2025

Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Dont settle for contact centers that treat AI like a singular solution. We want to make it easy for you.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

Fonolo

MARCH 12, 2020

Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Self-service lets users resolve problems without waiting for your response and lightens the load on your customer support team. Blogs, tutorials and guides.

Self service 118

Self service Best practices Customer Support Chatbots 118

Babelforce

JULY 15, 2021

Self-service support seems too good to be true. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service? It reduces customer service costs.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. The post Guest Blog: Moving Past The Fairy Tale – 5 Examples of Great Service appeared first on Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 97

Cloud contact Self service Contact Center Virtual Agent 97

Blueship Call Center

APRIL 8, 2025

To achieve this, many companies are turning to Cloud Contact Center Services a modern solution designed to optimize customer engagement while improving operational efficiency. But what exactly are Cloud Contact Center Services , and how do they compare to traditional contact centers?

Cloud contact 40

Cloud contact Contact Center Interactive Voice Response contact center solutions 40

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. Insurance companies are doing whatever it takes to retain more policyholders, including leveraging sophisticated technology solutions such as AI-powered contact center software.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

ShepHyken

NOVEMBER 23, 2018

It allows them to feel like they can do something with the service they received, whether it was good or bad. Self-service options let the customer take care of themselves without assistance. He and his team share tips about customer service and communication on the Userlike Blog. Element #7: Friendly.

Customer Support 178

Customer Support Customer effort Self service Metrics 178

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

NobelBiz

NOVEMBER 19, 2024

The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 94

Contact Center Technology Customer centricity Analytics 94

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. Jenny began her call center customer service journey on the front lines back in 2005. In 2012, she co-founded the blog, CustomerServiceLife.com. Back to CX Accelerator Blog You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Fonolo

MAY 30, 2023

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center? higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Upstream Works

AUGUST 11, 2020

The difference between good and excellent contact center CX is providing customers with a human touch. The key to excellent contact center CX is to create meaningful human connections between the business and its employees. The post 4 Ways to Bring a Human Touch to Contact Center CX appeared first on Upstream Works.

Contact Center 134

Contact Center Self service Personalization Customer Experience 134

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Generated answers can be modified to create the best experience for the intended channel.

Self service 133

Self service APIs Transportation Contact Center 133

Hodusoft

APRIL 2, 2025

The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. ” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Well-informed.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 136

Contact Center Interactive Voice Response Self service Accountability 136

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. Our Logic+ platform allows our customers to build advanced self service solutions. Our Logic+ platform allows our customers to build advanced self service solutions. We are building the Contact Center of Tomorrow.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.

Self service 86

Self service Chatbots Contact Center Wait times 86

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. This easy and convenient method of communication will continue to pay dividends for the contact center.

Contact Center 116

Contact Center Government Self service CRM 116

ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service.

Self service 84

Self service Customer Experience Interactive Voice Response CRM 84

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 79

Self service Contact Center Benchmark Chatbots 79

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

ShepHyken

FEBRUARY 7, 2017

And, since many customers (especially millennial customers) like to solve problems on their own, consider the use of self-service tools like Solvvy (for email support) or Nanorep (for chat), a Frequently Asked Questions page or even a “how to” video on YouTube.

Surveys 245

Surveys outsourcing Feedback Self service 245