ShepHyken

MARCH 12, 2021

With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. All communication must, instead, take place digitally––even self-service. Consumer interactions have changed as well. Most employees have moved to the work-from-home set-up.

B2B 388

B2B Journey mapping B2C Telecommunications 388

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. You may use some or all of them. Back to CX Accelerator Blog

Customer Support 316

Customer Support Wait times Self service Best practices 316

AWS Machine Learning

JULY 1, 2024

In this post, we demonstrate how you can build chatbots with QnAIntent that connects to a knowledge base in Amazon Bedrock (powered by Amazon OpenSearch Serverless as a vector database ) and build rich, self-service, conversational experiences for your customers. In her free time, she likes to go for long runs along the beach.

Self service 113

Self service Chatbots Accountability Finance 113

Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach , Chris du Toit of Jacada made me think about the best of both worlds. Stop people, send them to self-service. Do you send them all?

Self service 75

Self service Contact Center Analytics Metrics 75

Beyond Philosophy

DECEMBER 28, 2023

When he works for a company, he makes it clear that he owns every interaction a customer has with a company, self-service or human, in every channel and every life cycle stage. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. If it comes from a human, then great. Click here.

Airlines 221

Airlines Self service Call Center Personalization 221

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Customer Service 183

Customer Service Self service Personalization Customer retention 183

Aspect

JUNE 8, 2020

Originally scheduled as a live event, Forrester CX No r th America , June 16 – 18, 2020 , has transitioned to a virtual conference , and we’re pleased to have the opportunity to participate in this new format as a Presenter Sponsor. The post Register Now: Forrester CX North America Virtual Conference appeared first on Aspect Blogs.

Self service 62

Self service Banking Best practices Customer Experience 62

bold360 Blog

FEBRUARY 26, 2020

Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders. There were a few key themes that surfaced again and again throughout the conference, during both formal presentations and informal conversations.

Self service 59

Self service Surveys Contact Center Metrics 59

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. times be highly effective when giving customers a path to self-service 2.9 You’ll get 11 opinions.”

Customer Experience 195

Customer Experience Self service Feedback Management 195

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Plus, self-service is available 24/7.

Marketing 225

Marketing Customer Service Airlines Self service 225

Beyond Philosophy

AUGUST 24, 2023

So, even though I think waiting is usually bad (like at the self-service check-out at the store), there are cases where it provides anticipation, which is fun and beneficial to the experience. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Click here.

Banking 195

Banking Coaching Wait times Chatbots 195

ROI CX Solutions

DECEMBER 16, 2024

Implement self-service options: Create FAQs to answer common questions, deploy chatbots for 24/7 customer support, or use IVR to direct incoming calls. Implementing effective self-service options for customers During busy holiday periods, customers may only sometimes be able to speak to a live agent right away.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Nicereply

MARCH 23, 2021

Heidi Craun – Founder of Insightful Delight , a boutique customer support consultancy, as well as Intermitten , a unique tech conference centered around creativity, community and diversity. Shep’s an author, speaker and thought leader on all things customer service. Customer Service Podcast Hosts. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Creative Virtual

SEPTEMBER 24, 2019

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. By Mandy Reed, Global Head of Marketing.

Self service 40

Self service Virtual Agent Chatbots Best practices 40

Beyond Philosophy

OCTOBER 20, 2022

First, he discovered a company through shared interests, conferences, and research articles, called NICE Enlighten AI CX Program, which he covers in the book. Then, the start-up will intervene, nudging the customers to restructure their payments through a self-service menu. One of their clients was a big US bank.

Banking 195

Banking Contact Center Coaching Self service 195

Kayako

OCTOBER 8, 2015

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. How to improve customer self-service. Sign up for it now.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

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

Beyond Philosophy

AUGUST 17, 2023

Time Well Saved Another critical idea here is that services are often time well saved. Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. He sees organizations that provide services are doing things for customers so they can do something else. Plus, you lose human interaction.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Solvvy

APRIL 26, 2019

And when you’re not busy visiting historic Philadelphia, you’ll get to experience all of the exciting events and exhibitors at Guru’s very first conference. How does self-service fit into customer operations? Drop your cheesesteaks, Empower 2019 is just around the corner. See you there!

Self service 9

Self service Customer Support Management 9

Spearline

OCTOBER 26, 2021

Familiar applications include telephone banking, Interactive Voice Response (IVR) functions, or accessing conference services like Zoom, Webex and others. DTMF introduced the ability for customer self-service through simple keypad selection of a menu option. DTMF has grown into many applications across telephone networks.

Interactive Voice Response 96

Interactive Voice Response Telecommunications Self service Banking 96

Natalie Petouhof

FEBRUARY 1, 2016

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award for its self-service analytics with Alation. What Does This Mean To You?

Self service 40

Self service Analytics Big data Engineering 40

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. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

JULY 22, 2022

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. A few years ago, I heard Kevin Ashton speak at a conference. Self-service and sustainability: the evolution of product design.

Engineering 109

Engineering Self service Government Healthcare 109

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). Stop: forcing customers into digital self-service (chat bots, kiosks, etc.) Do it for me – This is no longer the age of self service.

Self service 115

Self service Feedback Technology Customer Experience 115

TechSee

MARCH 10, 2021

Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers. These advanced use cases facilitate a convenient and pleasant user experience.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

Mindtouch

NOVEMBER 20, 2018

After hosting their 3rd annual conference, TalkDesk exceeded all previous milestones with record-breaking attendance, speaker, and sponsorship numbers. We discussed how to combine the technology you have, self-service tools , and the “true” empathetic voice of your customer to scale your reach and challenge your entire customer base.

Self service 80

Self service B2B SaaS Customer centricity 80

Mindtouch

JULY 28, 2017

The Content Experience Manager (or Director of Content Experience) has a key strategic and tactical role to enable customer success and self-service through content delivery across the customer journey, delivering best-in-class customer experience. Scott Abel , Content Wrangler of the IDW conference. The LavaCon Conference .

Self service 80

Self service Enterprise Marketing Sales 80

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Summer HR Conferences. Telephone Etiquette.

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80

Hodusoft

AUGUST 9, 2021

Enable self-service. One of the time-saving and user-friendly tactics that customer contact centers can enable is self-service. Using IVR or pre-recorded messages most of the tasks can be automated saving precious time for customer service agents and customers. Marketing campaigns .

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

Talkdesk

NOVEMBER 13, 2018

From spectacular speakers to groundbreaking announcements, Opentalk18 was a conference to remember. We transformed Pier 48 into a show-stopping venue to host thousands of attendees for our yearly conference. Networking – Business relationships are often formed at conferences such as Opentalk18.

Entertainment 78

Entertainment Benchmark Self service Contact Center 78

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. 85% support interactions will start with self-service by 2022 – up from 48% in 2018. Connect to your customers with knowledge.

Self service 84

Self service Chatbots Metrics Feedback 84

Call Experts

DECEMBER 18, 2019

Focus on self-service benefits. The intention of automation is self-service at all times of the day. While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. Summer HR Conferences.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Hodusoft

AUGUST 17, 2022

You can streamline and upgrade your level of services. Every conversation you have, message you send, and video conference you host work on cloud-hosted technology. Close the customer service gaps. Include self-service options. Here are a few possibilities of what self-service might look like for businesses-.

Contact center software 98

Contact center software Customer Service Contact Center Self service 98

SmartAction

JANUARY 17, 2023

FORT WORTH, Texas, January, 17, 2023 — In October 2022, SmartAction attended Customer Contact West conference by Frost and Sullivan. SmartAction stood out at the conference as leaders in Conversational AI by presenting innovative solutions for contact centers. .

Virtual Agent 59

Virtual Agent Self service Contact Center Feedback 59

Call Experts

JANUARY 8, 2020

Self-service. Also, by incorporating these solutions into your customer journey, you can provide self-service options for your customers and help reduce the number of calls to your support team. Sometimes, voice communication can cause issues for customer service and may cause inconvenience in communication.

Journey mapping 78

Journey mapping Interactive Voice Response Contact Center outsourcing 78