Zappix

OCTOBER 28, 2024

Digital engagement and self-service tools are key to achieving this by allowing customers to quickly resolve issues on their own or with minimal agent assistance. Automated Self-Service: Empowering Customers One of the most significant ways digital engagement tools reduce AHT is by enabling self-service.

Average Handle Time 52

Average Handle Time Self service Contact Center Interactive Voice Response 52

Zappix

DECEMBER 4, 2024

With skyrocketing sales, increased customer inquiries, and heightened expectations, ensuring smooth customer service becomes a critical challenge. Enter automation and self-service solutions, the ultimate tools to keep the holiday season merry for customers and manageable for businesses.

Self service 52

Self service Customer Service Chatbots Sales 52

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. Chatbots vs Knowledge Bases: Which One Is Better? My Comment: Chatbots versus knowledge base support. Both are self-service options, but what’s more effective? by Tracey Ruff.

Customer Service 331

Customer Service B2B Journey mapping Chatbots 331

Contact Center Pipeline

MARCH 13, 2019

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.

Chatbots 212

Chatbots Contact Center Management Customer Service 212

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. It’s that simple.

Technology 242

Technology Customer Service Management CRM 242

ShepHyken

JULY 2, 2021

How will your brand standards for customer service work into social media? . Layout a customer service workflow before implementing it. You can use a variety of project management tools for keeping this workflow organized in a single space. . Don’t promise service you can’t provide . Provide speedy support.

Customer Service 377

Customer Service Chatbots Accountability Self service 377

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. Now, employees at Principal can receive role-based answers in real time through a conversational chatbot interface.

Chatbots 115

Chatbots Engineering Enterprise Government 115

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights! says Sheri.

Self service 142

Self service Contact Center Chatbots Consulting 142

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It’s here to stay, and it will get better over time.

Management 195

Management Average Handle Time Self service CCNG 195

ShepHyken

NOVEMBER 20, 2020

Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. Next, a chatbot can help your team complete more queries by taking care of repetitive, common questions. Next, a chatbot can help your team complete more queries by taking care of repetitive, common questions.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

SEPTEMBER 17, 2019

Keeping Customer Service Relevant to Self-Service and Proactive Service. They discuss the evolution of customer service and customer needs in a digital world, and how companies can employ self-service and proactive service to meet customer demands. Feedback is a huge opportunity for insight.

Self service 261

Self service Chatbots Feedback Customer Service 261

ShepHyken

JUNE 4, 2021

This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. How knowledge management helps in improving FCR? FCR can be improved by a knowledge management system with its tools such as a decision tree, knowledge base. Improving FCR is a critical process for a company’s profits.

First call resolution 213

First call resolution Management Chatbots Self service 213

Help Scout

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Chatbots 144

Chatbots Self service Technology Customer Service 144

Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. However, this doesnt mean chatbots are foolproof.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Contactless preferences encourage self-service, even online. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

AUGUST 25, 2024

Employees, who feel valued and whose wellness at work is a priority of their managers and executives, will have the motivation to produce and treat customers with respect and white-glove service. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. Self-Service Tools Have Evolved Dramatically Perhaps the biggest change we’ve seen since the rise of AI is the improvement in self-service tools.

Self service 52

Self service Chatbots Wait times Personalization 52

Calabrio

MARCH 26, 2025

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning.

Coaching 78

Coaching Call Center Morale Analytics 78

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Generative AI will improve agent experience by making them more self-sufficient. Plus, Nicole share stats from Self-Service CX: Executive Priorities & Technology Adoptions.

Personalization 241

Personalization Self service Chatbots Customer Support 241

TechSee

OCTOBER 10, 2024

This investment delivered a 24% improvement in their self-service containment rate over their legacy chatbot. Ultimately, they found additional opportunities by expanding their Agentic chatbot into an Agentic Voice Bot, and expanding their informational Agentic AI into additional simple use cases with lesser scale.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

ShepHyken

DECEMBER 25, 2019

The question is how to manage those times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. In some industries, the busy season means an influx of calls, emails and messages from customers who need help.

Self service 288

Self service Chatbots Personalization Customer Service 288

TeleDirect

DECEMBER 25, 2024

AI-Powered Chatbots Handle routine inquiries instantly. Provide self-service options for customers. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. E-commerce Manage order inquiries, shipping updates, and returns.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 100

Self service Virtual Agent Chatbots Analytics 100

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Implement self-service portals for tasks like billing inquiries, order tracking, or password resets. Q5: Whats the best way to train agents for faster service?

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

FEBRUARY 9, 2021

Chatbots have an important role to play. The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system. It’s crucial in today’s world to position your company in a way that ties your CRM to your channels of communication in order to provide great customer service.

Multichannel 219

Multichannel Chatbots Self service CRM 219

AWS Machine Learning

JULY 1, 2024

Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents. These chatbots can be efficiently utilized for handling generic inquiries, freeing up live agents to focus on more complex tasks.

Self service 125

Self service Chatbots Accountability Finance 125

ShepHyken

JULY 29, 2024

Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins (CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently.

Customer Service 206

Customer Service Chatbots Morale Self service 206

ShepHyken

NOVEMBER 21, 2017

Top Takeaways: Chatbots differ from virtual assistants in that virtual assistants can do more and provide more information. There is more data that goes into a virtual assistant than a chatbot. Chatbots are much simpler and geared toward one specific platform. Can anyone use AI or chatbots? AI is measured on a spectrum.

Chatbots 125

Chatbots Self service Enterprise Call Center 125

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

TechSee

APRIL 17, 2022

The information collected and managed by the first agent – or chatbot – as part of the workflow are now being transferred along with the call, such that the next agent is quickly and easily briefed, up to speed, and ready to deliver exceptional support. Why Organizations Should Embrace Warm Transfer In their Customer Journey Strategy.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Table of Contents: What is Contact Center Management?

Best practices 52

Best practices Contact Center Management Call Center 52

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Chatbots 97

Chatbots Self service Wait times Customer Care 97

AWS Machine Learning

DECEMBER 23, 2024

When building voice-enabled chatbots with Amazon Lex , one of the biggest challenges is accurately capturing user speech input for slot values. If you dont have an AWS account, see How do I create and activate a new Amazon Web Services account? This is where transcription confidence scores come in to help ensure reliable slot filling.

Virtual Agent 114

Virtual Agent Consulting Consulting Accountability 114

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85