TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.

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Self service Enterprise Multichannel Customer effort 95

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. Create self-service solutions. She shares how you can reduce customer support tickets and enhance customer experience.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Implement self-service portals for tasks like billing inquiries, order tracking, or password resets. Encourage the use of knowledge bases for quick access to customer information.

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Wait times Call Center Abandon rate First call resolution 79

Calabrio

MARCH 18, 2025

This leads to low bot adoption rates, high operational costs, and customer frustration defeating the purpose of self-service automation. There are proven strategies to turn frustration into chatbot adoption and self-service success. If your chatbot isnt delivering the results you expected, youre not alone.

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Chatbots Self service Analytics Contact Center 59

ShepHyken

FEBRUARY 1, 2022

Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. Why is customer self-service important? Do customers prefer self-service?

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Average Handle Time Chatbots Self service Customer Support 183

CSM Magazine

FEBRUARY 6, 2025

Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases. Measure, Learn, and Improve Customer service is dynamic.

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Customer Service Journey mapping Wait times Self service 83

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

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Call Center Metrics Abandon rate Coaching 52

Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. Read on for a blueprint for building and maintaining a successful knowledge base Key takeaways Why? What is a knowledge management system?

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Call Center Management Abandon rate outsourcing 62

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Customer self-service, or CSS, refers to any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service agent. Movements from the human realm to the self-serve realm is harder.

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Self service Call Center Interactive Voice Response Chatbots 87

TeleDirect

MARCH 14, 2025

Implement a knowledge base for quick reference. 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. Average handle time (AHT).

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

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

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Customer Experience Scripts Self service outsourcing 165

Inbenta

MARCH 6, 2020

We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. Therefore, we have gathered the top 10 key metrics to monitor when measuring your chatbot’s performance. Identify the key metric for your AI chatbot.

Chatbots 106

Chatbots Metrics Abandon rate Self service 106

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Holiday tips for success: Utilize call-back queues, track metrics, prepare for common inquiries, and maintain a positive attitude when dealing with frustrated customers.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics.

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Metrics Customer Service Surveys Self service 79

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. And now knowledge bases as we’ve always known them are dead. Customer demands are changing and customer service technology is improving. The traditional knowledge base is fading.

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SaaS Chatbots Scripts Self service 52

Nicereply

JULY 4, 2022

Offering self-service options are great, but how can you actually know if your customer service knowledge base is successful? What’s not so well known is how to tell if you’re actually good at providing self-service. The self-service movement has been strong in recent years.

Customer Service 52

Customer Service Self service Metrics Surveys 52

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

CSM Magazine

JANUARY 28, 2025

Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand. Create content in formats that suit your audiencebe it videos, PDFs, knowldge bases or online courses.

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Education Upselling SaaS Self service 52

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Ensure agents fully understand these standards, including the metrics used for evaluation. Transparency and clarity are paramount for agents to perform at their best.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

ProProfs Blog

AUGUST 28, 2020

New technologies like live chat, knowledge base and ticketing systems are just a few examples of this technological era. Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. Personalized Support Experience.

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Self service Feedback Airlines Metrics 157

Fonolo

APRIL 22, 2021

First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. The Executive Guide to Improving 6 Call Center Metrics. FCR is a standard metric used in almost every call center. What is First Call Resolution in Call Center Metrics? Offer self-service channels.

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First call resolution Call Center Metrics Interactive Voice Response 142

CSM Magazine

NOVEMBER 27, 2024

Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

Fonolo

NOVEMBER 8, 2022

Based on this information, you can make decisions on which types of calls to prioritize for the voice channel, and which calls to divert to other channels. When it comes to lowering call center demand, first call resolution (FCR) is the most important call center metric to focus on. Prioritize Self-Service Solutions.

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Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

MAY 4, 2021

Investing in training and re-training your agents and expanding the knowledge base of existing contact center staff will result in fewer costly mistakes, an increase in the number of calls an individual agent can handle in a shift, faster resolutions, and an overall positive impact on your call center metrics.

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Contact Center Interactive Voice Response Call Center call center software 152

Interaction Metrics

MARCH 13, 2025

That’s where Interaction Metrics steps in. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Then, you can regularly monitor customer satisfaction metrics to confirm the effectiveness of your actions.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

TeamSupport

APRIL 12, 2024

Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. TeamSupport’s robust self-service capabilities empower customers to do just that, and reduce the workload on your agents.

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Self service Customer Support Technology Metrics 52

ProProfs Blog

OCTOBER 13, 2020

As a contact center metric, it is a vital part of the customer relationship management process. But to say that it will help you know if customers are satisfied with your services would be a wrong assumption. And unfortunately, this metric doesn’t really capture emotional dissatisfaction even if you did resolve a problem.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Fonolo

AUGUST 12, 2021

Important metrics and KPIs for measuring agent productivity. As a call center, you have many metrics and KPIs available to measure agent productivity. Cost per call is a great agent productivity metric that shows the direct cost associated with each call your center receives. Here are a few: Call abandonment rate.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

TeamSupport

APRIL 6, 2021

Add humanity to your self-service support options. They do this through the use of self- service support options. B2B customer support software that provides self-service options helps your agents arrange, manage and maintain entries so they remain up to date.

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Self service B2B Customer Support Customer centricity 64

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. Provide Self-Service Options. Did you know that 45% of companies that offer web or mobile self-service report an increase in site traffic and reduced phone inquiries? It’s no wonder that self-service technologies are on the rise in the call center industry.

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Call Center Contact center software Abandon rate Self service 138

Interactions

OCTOBER 23, 2024

And when customers get a taste of a top-of-the-line IVA experience —with highly accurate understanding, automation that feels human, personalization that anticipates intent, and self-service for more complex issues—retailers with poor experiences stand out even more. Whenever possible, we meet with clients weekly.

Contact Center 62

Contact Center Surveys Self service Analytics 62

TechSee

FEBRUARY 9, 2020

For example, a visual knowledge base eliminates the manual search process, providing contextual image-based decision support that cuts handle time and ensures more first-time fixes. Web-based or app-based? Depending on a company’s requirements, there are clear advantages to both app-based and web-based solutions.

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Self service Contact Center Technology Enterprise 124

CX Accelerator

JANUARY 25, 2019

Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Metrics I have an easy formula for you. The authors introduce both a methodology and a metric ultimately answering the question "why do people work?" Holy Toledo, I'm tweeting that one right now. ??

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? A few had teams that were successful at every key performance metric and their agents were engaged. Then you’ll better understand the impact coaching has on moving key metrics.

Contact Center 149

Contact Center Coaching Education Call Center 149

Quiq

AUGUST 4, 2022

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a variety of metrics to measure their team’s performance, but which data should you track? Data can help drive success, but collecting the wrong metrics (and too many) can cause overwhelm and unnecessary stress on your team.

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Metrics Chatbots Best practices Contact Center 70