ShepHyken

JULY 1, 2020

I have consulted hundreds of tech companies and I can’t even tell you how many of them say, ‘we are trying to automate the relationship with our customer.’ Some companies are automating their customer service process, which includes self-service channels. That makes me want to fall over.”.

Self service 413

Self service Consulting Consulting Surveys 413

DMG Consulting

JANUARY 29, 2025

This level of knowledge can be applied in real-world scenarios to drive business decisions, improve the customer and employee experience, and enhance operational efficiency, said Donna Fluss, President of DMG Consulting. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Enterprise Management 59

Beyond Philosophy

MAY 25, 2022

14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. Are You Prepared?

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Call Center Weekly

APRIL 1, 2019

With self-service solutions. What does “self-service solutions” mean? It might mean you have to decline certain requests, but kindly offer a 30 minute consulting call to show them how they can run the report on their own.

Self service 127

Self service Analytics First call resolution Consulting 127

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. appeared first on Customer Experience Consulting. The response he received after complaining was even more disappointing.

Airlines 499

Airlines Healthcare Government Self service 499

AWS Machine Learning

DECEMBER 23, 2024

This approach optimizes the conversation flow based on the quality of the input captured and prevents erroneous or redundant slot capturing, leading to an improved user experience while increasing the self-service containment rates. Kai Loreck is a Senior professional services Amazon Connect consultant.

Virtual Agent 114

Virtual Agent Consulting Consulting Accountability 114

3CLogic

MARCH 27, 2025

Complex and inconsistent processes Citizens often struggle with navigating complex procedures, inconsistent service delivery, and unclear communication across different departments. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

DMG Consulting

MARCH 13, 2025

These applications deliver a persistent and consistent user experience across all touchpoints to reduce customer effort and enhance the customer experience (CX) while increasing self-service automation. appeared first on DMG Consulting. without the help of a live agent, salesperson, or other employee.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. This can take the form of no-tap payment options, self-service kiosks, and portable scanning and debit machines that eliminate the need for a counter.

Consulting 366

Consulting Consulting Sales Self service 366

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. All communication must, instead, take place digitally––even self-service. Actionable Steps for Reset.

B2B 382

B2B Journey mapping B2C Telecommunications 382

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Which metrics to measure self-service KPIs? Call deflection rate.

Self service 99

Self service Metrics Chatbots Benchmark 99

DMG Consulting

FEBRUARY 12, 2025

Although enhancing self-service systems was tied for the top spot in 2024, improving the CX is once again on its own in first-place for 2025.) Enhancing self-service systems was in second place, identified as a 2025 contact center goal by 53.0% of survey participants. of survey participants. of participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Beyond Philosophy

AUGUST 10, 2016

Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care. 86% of Filipinos would replace their current service provider if alternative entities (e.g.

Wireless 265

Wireless Self service Surveys Consulting 265

TechSee

NOVEMBER 10, 2020

Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center. field services. self-service. Visual Assistance in Self-Service. How Visual Assistance Can Reduce Customer Service Costs. Visual Assistance in the Contact Center.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses.

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

AUGUST 13, 2020

Minimize channel switching by increasing self-service channel stickiness. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post How to Make Your Experience Easy and Gain Growth appeared first on CX Consulting.

Customer effort 457

Customer effort Government Consulting Consulting 457

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. The added bonus?

Self service 84

Self service Customer Experience Interactive Voice Response CRM 84

ShepHyken

DECEMBER 7, 2020

Numerous experts were consulted. Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. My Comment: Our friends at Mitel have created a very cool ebook with a fantastic user experience.

Customer Service 291

Customer Service Self service Consulting Consulting 291

Beyond Philosophy

APRIL 8, 2019

The automated experience led to us canceling the service and getting our milk from the store like everybody else. Self-service and automated conversations have their place and can enhance Customer Experience. The replacement milkman automated the value right out of the experience. About Colin Shaw.

Surveys 315

Surveys Self service Consulting Consulting 315

Beyond Philosophy

MARCH 15, 2017

The article lists examples of organizations that were making it easy for customers by training front-line employees to remove obstacles in the Customer Experience and encouraging customers to use self-service channels. These organizations also helped the team members navigate the emotional Customer Experience a customer has.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. One day after I queued up, I noticed these self-service queues for check-in just to the right-hand side of my regular line. Back in the day, I used to turn up at the airport and get in the line to check in.

Airlines 350

Airlines Education Self service Consulting 350

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Empowering instead of directing employees increases job satisfaction and quality of service. This way, you’re giving customers self-service options, which helps to take a lot of queries off the shoulders of your team.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Beyond Philosophy

FEBRUARY 16, 2022

Don’t miss CXN Live: Customer Self Service 2022 for more great ideas on leveraging self-service to increase customer experience, reduce contact volumes and improve efficiency. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

Self service 221

Self service Consulting Consulting Customer Experience 221

Beyond Philosophy

AUGUST 10, 2020

Minimize channel switching by increasing self-service channel stickiness. The post How To Make Your Experience Easy And Gain Growth appeared first on CX Consulting. When your team is minding the customer’s emotions, it eliminates moments in your experience that can cause uncertainty or stress for customers.

Customer effort 322

Customer effort Government Self service Consulting 322

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Self service 59

Self service Virtual Agent Contact Center CRM 59

DMG Consulting

JANUARY 28, 2024

Self-Service is expected to become one of the most important investment areas for businesses in 2024. The post Self-Service is trending appeared first on DMG Consulting.

Self service 62

Self service Consulting Consulting 62

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. Emphasis will lie on technology that facilitates service from a safe distance.”

Call Center 376

Call Center Technology Banking Contact Center 376

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. You should consult with appropriate counsel, compliance, and information security for your business needs. 2024, Principal Financial Services, Inc.

Chatbots 115

Chatbots Engineering Enterprise Government 115

CCNG

DECEMBER 6, 2020

Veteran consultants with experience to guide clients through complex projects and transition to cloud.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

AWS Machine Learning

FEBRUARY 6, 2023

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. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 84

Cloud contact Self service Contact Center Virtual Agent 84

Beyond Philosophy

MAY 21, 2020

For example, if you always wanted to move some behavior to self-service or leverage more of your online services, now is an excellent time to drive some of those changes. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Airlines 300

Airlines Consulting Consulting Government 300

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

Call Design

OCTOBER 6, 2020

An omnichannel system will significantly reduce call times and will quickly resolve your customer service tickets. Provide Self-Service Options. A self-service option allows your customers to find solutions much faster while freeing up the time of your agents. How Call Design Can Help.

Customer Service 148

Customer Service Self service Quality management Wait times 148

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. Unless the customer does not have an option, they will tend to find a company who communicates using their preferred channel.

CCNG 195

CCNG Call Center Education Self service 195

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

Virtual Agent 95

Virtual Agent Self service Transportation Customer Experience 95

TeleDirect

MARCH 26, 2025

Telehealth Integration: Immediate virtual consultations for urgent cases. Self-Service Portals: Allow patients to manage their own bookings. Self-Service Options: Allow patients to check appointment availability and make updates independently. Q6: What role do telehealth services play in 24/7 patient support?

Healthcare 62

Healthcare Multi-channel support Consulting Consulting 62

Fonolo

MARCH 2, 2023

We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. Word: Contact centers are technology leaders!

Contact Center 141

Contact Center Self service Chatbots Consulting 141