Contact Center Pipeline
OCTOBER 19, 2022
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.
Beyond Philosophy
JUNE 9, 2022
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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CCNG
SEPTEMBER 29, 2022
Self-service options are rising in popularity because nobody wants to wait on hold, wade through phone trees or repeat information. An automation-first customer service via conversational artificial intelligence is proving to be the right option for many enterprises. Invest In Artificial Intelligence Time is of the essence.
ShepHyken
JANUARY 6, 2021
While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Chatbots will do more than just communicate with customers. The word for 2021 will be empathy.
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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.
ShepHyken
JANUARY 18, 2021
Chatbots vs Knowledge Bases: Which One Is Better? Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. My Comment: Chatbots versus knowledge base support. by Tracey Ruff.
ShepHyken
JULY 2, 2021
Some social media platforms like Twitter and Facebook allow brands to automate customer service through a button-based chatbot. Chatbots like these are a great way to answer simple questions and offer customers a self-service option. Don’t promise service you can’t provide . Provide speedy support.
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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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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.
Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction
Today’s AI assistants are nothing like first-generation voicebots and chatbots that left most users frustrated and unwilling to interact with any kind of bot again. You’ll learn: The latest in self-service deployments over voice & chat through live demonstrations.
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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.
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