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The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Whats the Confusion? Lets clear it up.

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The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood

ShepHyken

How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences? How do self-service solutions impact the overall efficiency of customer service operations?

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Redefining the Contact Center with Jonathan Rosenberg

ShepHyken

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? Self-service options are growing more advanced and popular.

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Next-Gen Cloud Contact Centers For Dummies®

According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities. Dive deep into the world of customer service and CX, and discover key insights and trends shaping the industry today

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Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience

Calabrio

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Patient self-service tools like chatbots. One solution thats reshaping the patient experience?

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Breaking Down Silos: The Key Role of Customer Service Leaders and Knowledge Management in Driving Success

CCNG

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. Customer service brings the voice of the customer.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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How Self-Service Can Drive Down Costs and Improve CX

Self-Service can be a polarizing topic. Many people think that self-service is a low-end experience and would much rather offer their customers “personalized attention.”. But those in the know understand that self-service is, in fact, a white glove offering. That’s right. This eBook details it all!

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The State of Self-Service in 2021

Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction

Join Brian Morin & Helena Chen for their webinar about the very latest insights on how different industries are going deeper into self-service for call types and chats that have never been automated before. Moreover, come away from this webinar with an understanding of how these new capabilities can apply to your business.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

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Expectations vs. Reality: What Can an AI Assistant Really Do?

Speaker: Brian Morin, Helena Chen, and David Parsons from SmartAction

You’ll learn: The latest in self-service deployments over voice & chat through live demonstrations. How to modernize the self-service experience with an AI virtual agent that resolves issues conversationally. What's next in conversational AI that will push industries further than they've ever gone.

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The 5 Categories That Rule Virtual Agents

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries.

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users.

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AI and Automation: Don't Get Caught in the Wake of Progress

Speaker: Brian Morin & Helena Chen from SmartAction

However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers. 2021 has not shaped up to be the live agent apocalypse predicted 5 years ago.