Contact Center Self service Technology 
ShepHyken
OCTOBER 28, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors?
CCNG
APRIL 3, 2025
In response, we are seeing traditional contact centers evolving into Customer Experience Centers (CECs)strategic hubs designed to enhance engagement, optimize efficiency, and build lasting customer relationships. Why the Shift from Contact Centers to Customer Experience Centers?
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CCNG
APRIL 30, 2025
The disconnect between IT, marketing, and customer service results in inconsistent messaging, outdated content, and ineffective tools. Customer service leaders are left to fix the gaps, advocating for more self-service content to reduce contact center volume. Take customer service technology decisions.
Callminer
FEBRUARY 23, 2021
New Challenges for Call Centers in 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. Technological Trends. AI is here to stay.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. AI is rewriting the rules. It’s not the future; it’s happening now. Early adopters win big.
Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.
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. Use cases can include banking customers who […].
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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. What does it take to engage agents in this customer-centric era?
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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.
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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: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Robust Contact Center software features that will enhance your operation.
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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.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.
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