CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Contact Center Coaching 85

Callminer

DECEMBER 11, 2018

Customer channel preferences vary by type of interaction such as make a payment, resolve technical issue or cancel service. The report shows when consumers prefer to use self-service channels like web and mobile app to make a purchase or payment, but when the issue is need the assistance of a live agent.

Call Center 196

Call Center Self service Coaching Surveys 196

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

MAY 19, 2020

You must have good self-service strategies available for your customers. Implement proactive service strategies and act with empathy. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity.

CRM 244

CRM Coaching Self service Analytics 244

Calabrio

DECEMBER 10, 2020

Now artificial intelligence (AI) is changing the way contact centers provide service, with bots that automate routine tasks and powerful self-service options that help customers quickly find the information they need on their own. Think less boss/worker relationship and more coach/player dynamic.

Coaching 105

Coaching Contact Center Construction Self service 105

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self service Gamification Contact Center 196

Talkdesk

JUNE 15, 2020

Now, let’s dive into the next step on your path toward turning every agent into a top performer: coaching and development! The proliferation of digital channels and self-service technology is shifting the focus of many contact center agents from time-consuming and repetitive tasks to more complex, revenue-generating customer interactions.

Coaching 78

Coaching Contact Center Self service Feedback 78

Calabrio

FEBRUARY 14, 2025

Focus on smart training & coaching A well-trained workforce is key to delivering high-quality service, but effective training doesnt have to be costly. By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Balto

OCTOBER 22, 2024

As call center software evolves, leading companies are adopting solutions that offer real-time guidance, AI-driven coaching , and even GPT-powered agents that can handle complex, dynamic conversations at scale. This allows for immediate feedback and coaching , turning every conversation into an opportunity for improvement.

Scripts 52

Scripts Call Center Customer Service call center software 52

ShepHyken

JUNE 3, 2016

Patricia Fripp is a Hall of Fame keynote speaker, executive speech coach, sales presentation skills trainer, and on-line training expert. Read Shep’s latest Forbes Article: Man Versus Machine — The Self-Service Customer Service Revolution. .

Customer Service 204

Customer Service Advertising Coaching Self service 204

Calabrio

FEBRUARY 26, 2025

Real-Time Feedback & Coaching for Continuous Improvement Employees who receive regular, meaningful feedback are more likely to stay motivated and aligned with company goals. Career Growth & Recognition Programs to Drive Engagement Lack of career progression is one of the biggest drivers of attrition.

Coaching 64

Coaching Gamification Employee engagement Morale 64

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service CCNG 195

ROI CX Solutions

JANUARY 8, 2025

Wide adoption of self-service contact center options 4. From AI’s continued influence on the CX world and the evolving dynamics of remote work in the wake of the pandemic, to a stronger emphasis on self-service options, we’re exploring six of the most prominent call center trends expected to make waves in 2025.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

Global Response

JANUARY 8, 2025

Evolving paradigms of customer experience: Omnichannel communication and the inclusion of self-service tools are no longer bonuses, but are quickly becoming necessities for positive customer experiences. See how omnichannel and self-service tools are becoming necessities. Ready to perfect your CX?

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

AWS Machine Learning

NOVEMBER 15, 2024

With the QnABot on AWS (QnABot), integrated with Microsoft Azure Entra ID access controls, Principal launched an intelligent self-service solution rooted in generative AI. Now, employees at Principal can receive role-based answers in real time through a conversational chatbot interface.

Chatbots 114

Chatbots Engineering Enterprise Government 114

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? Coaching and training agents is a vital role that supervisors must perform to obtain peak performance. Then you’ll better understand the impact coaching has on moving key metrics.

Contact Center 149

Contact Center Coaching Education Call Center 149

CX Global Media

JUNE 23, 2018

Brad Cleveland : You know in this industry we’ve been working on for preventing contacts and self-service for three decades now. The web came along in the early nineties and that really expanded the opportunities for self-service. And there were predictions all along the way that our workloads are going to decline.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

Calabrio

APRIL 24, 2025

Chatbots & Voicebots for AI-Driven Self-Service Leveraging conversational AI and Natural Language Processing (NLP), intelligent chatbots and voicebots are transforming self-service. This identifies coaching opportunities and ensures compliance adherence far more comprehensively than manual methods.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

CCNG

NOVEMBER 16, 2022

Delivering this seamlessly for your customers also dramatically reduces costs, specifically through increased use of self-service and reduction of repeat calls and misdirects. Prioritize – In analyzing data and speaking with customer service representatives, many different areas for improvement will surface.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

CSM Magazine

MARCH 27, 2025

Improve Self-Service Options Empower customers to resolve issues independently with robust self-service solutions, such as knowledge bases, AI-powered chatbots, and interactive voice response (IVR) systems. Use call recordings and performance reviews to identify areas where team members need additional coaching.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

TeleDirect

MARCH 14, 2025

Offer self-service options for quick solutions to common issues. Empower Call Center Agents with Proper Training A knowledgeable and confident customer service team plays a crucial role in providing superior CX. Training strategies for call center agents: Conduct regular coaching and skill-building sessions.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Connect

APRIL 23, 2025

Automated quality assurance and performance monitoring AI-powered analytics tools can automatically monitor and assess agent performance by analysing customer interactions in real time, creating opportunities to offer real-time assistance to agents, thus coaching them in-call and pre-emptively improving CX without manual intervention.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

APRIL 11, 2025

This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. However, according to our recent research, 59% of organizations fail to provide ongoing coaching and support to help agents navigate AI-driven workflows.)

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

SharpenCX

DECEMBER 1, 2021

Read Next : Your Holiday Reading List to Get Ahead in the Customer Service Industry. Update your self-service tools. One simple way to lessen the load for your employees and still keep the focus on your customer is to update your self-service tools. Invest in your agents.

Self service 128

Self service Coaching Contact Center Cloud contact 128

CX Global Media

JUNE 15, 2017

When their experience AND self-service is top of mind then you’ll consider connecting your IVR to SMS, chat, virtual assistants, mobile web, and your native applications. The post Avoid IVR Jail and Release the Customer Journey appeared first on Call Center Coach. The IVR must not stand alone. That would be IVR jail.

Interactive Voice Response 212

Interactive Voice Response Contact Center Call Center Coaching 212

Calabrio

APRIL 23, 2025

Digital-first consumers increasingly expect instant, 24/7 access to support, as well as seamless service across multiple channels. While digital self-service is becoming more common and much more capable, human support remains essentialand, for many, expectedfor handling customers complex or emotional issues.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

Calabrio

MARCH 31, 2025

Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently. This means fair and consistent feedback, targeted coaching, and continuous improvement.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Beyond Philosophy

AUGUST 24, 2023

For example, I waited from 5:15 am until noon in a crowd of 100 people deep for the King’s coach to go by during King Charles III’s coronation. He told them to save money and hire supermodels to walk up and down the coach pouring champagne for all the passengers. In other words, it could be worth the wait. Not really.

Banking 195

Banking Coaching Wait times Chatbots 195

CX Global Media

JANUARY 2, 2019

Here is an edited transcript of my interview with Nour Addine: Jim Rembach : This is Jim with the Fast Leader Show and Call Center Coach and I’m at CCW with Nour Addine Ayyoub of Zialab. There’s a lot of hype around artificial intelligence, about self-servicing etcetera, etcetera. We don’t follow hype.

Customer centricity 191

Customer centricity Contact Center Technology Coaching 191

Global Response

MARCH 12, 2025

Types of analytics: Performance metrics are measured using different approaches, including descriptive, predictive, prescriptive, interaction, speech and text, self-service, and cross-channel analytics. Accessing this feedback allows opportunities for coaching and retraining.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Calabrio

MARCH 25, 2025

Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. Theyre also after flexibilityand to get it theyre turning to a wider variety of communication channels than ever before, from voice and chat to social media and self-service portals.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

Fonolo

FEBRUARY 11, 2021

Provide self-service options. Complement your call center technology with self-serve databases, AI chatbots, and blogs. Establish a comprehensive training & coaching program. Learning shouldn’t be a one-time gig, especially when it comes to a service role. Today’s customers are more tech-savvy than ever.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Upstream Works

SEPTEMBER 1, 2020

Invest in More Training and Coaching Opportunities. This is where coaching and training opportunities become important. Utilize Self-Service Options. Lessen this strain by making use of self-service options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251