ShepHyken

NOVEMBER 5, 2024

What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?

Customer Service 183

Customer Service Wait times Self service Technology 183

CCNG

SEPTEMBER 29, 2022

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves. Jami Sharp, Champion 2.

Self service 195

Self service CCNG Chatbots B2B 195

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Watch the video or read on for the highlights! says Sheri.

Self service 142

Self service Contact Center Chatbots Consulting 142

Zappix

DECEMBER 4, 2024

With skyrocketing sales, increased customer inquiries, and heightened expectations, ensuring smooth customer service becomes a critical challenge. Enter automation and self-service solutions, the ultimate tools to keep the holiday season merry for customers and manageable for businesses.

Self service 52

Self service Customer Service Chatbots Sales 52

ShepHyken

FEBRUARY 12, 2024

What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers? What tools can be provided to improve employee satisfaction and performance in customer service?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. Just be careful you don’t lose the personality of your company. The best companies have figured out the balance between a digital or automated experience and an in-person experience. This is where it gets tricky.

Self service 413

Self service Consulting Consulting Surveys 413

3CLogic

DECEMBER 17, 2024

Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. 3 Integrating all engagement channels through a unified platform (as discussed above) empowers AI assistants and live agents to deliver consistent service across all engagement channels (i.e.,

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ProProfs Blog

MAY 13, 2020

That gap is called Personalization. Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service.

Personalization 167

Personalization Customer Service Self service Feedback 167

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

ShepHyken

JULY 14, 2020

Tools of Amazing Customer Experience. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. A good customer experience can help you better market your business and build your personal brand. Self-service options are great to have in place.

Self service 323

Self service Customer Service Customer Experience Marketing 323

ShepHyken

JUNE 19, 2019

Same goes for when I’m transferred to another person. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently. Customers like a good self-service solution. Otherwise, we wouldn’t make you wait!”. There is no reason for this.

Customer Service 332

Customer Service Self service CRM Customer Support 332

CSM Magazine

MARCH 20, 2025

However, effective setup requires careful planning, budgeting, and the right tools. Clear goals will guide every decision, from the tools you choose to your staffing strategy. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford. Ready to make your call center amazing?

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? Would I market that Amazon experience as personalized? engagement with the customer. Absolutely! Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024.

Self service 109

Self service Enterprise Finance Healthcare 109

Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. Self-Service Tools Have Evolved Dramatically Perhaps the biggest change we’ve seen since the rise of AI is the improvement in self-service tools.

Self service 52

Self service Chatbots Wait times Personalization 52

PeopleMetrics

JANUARY 24, 2025

AI reveals that most complaints stem from a confusing self-service portal (CX issue) that drives unnecessary calls (CS impact). Optimizing Human-Agent Interactions AI enhances CS by supporting customer service agents with real-time tools, helping them resolve issues faster and with greater accuracy.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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. Live engagement tools are a boon for contact centers to handle such scenarios.”

Call Center 376

Call Center Technology Banking Contact Center 376

TechSee

MARCH 21, 2024

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation. The visual flows seamlessly integrate with TechSee Live for remote visual support.

Self service 124

Self service APIs Upselling Contact Center 124

CCNG

JULY 10, 2024

The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors. The GenAI Self-Service Revolution In today’s whirlwind world, customers want quick solutions. This leaves customers frustrated and agents swamped with the same old questions.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

ShepHyken

NOVEMBER 27, 2023

While digital self-service solutions continue to evolve and enhance the customer experience, phone support remains essential for customers to interact with companies. The goal is not to eliminate phone support but to augment agents with AI-driven tools. This allows support agents to focus on more personalized and complex issues.

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

TechSee

MARCH 11, 2025

For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.

Customer Service 109

Customer Service Education Self service CRM 109

ShepHyken

JULY 2, 2021

Does your social media specialist have the autonomy to answer FAQs, or will there be a different point person? How will your brand standards for customer service work into social media? . Layout a customer service workflow before implementing it. Don’t promise service you can’t provide . But don’t budge.

Customer Service 377

Customer Service Chatbots Accountability Self service 377

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 289

Contact Center Self service Banking Airlines 289

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert.

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

JUNE 7, 2017

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. We’ve figured out how to do it faster – and even better.

Customer Service 299

Customer Service Self service Personalization Technology 299

ShepHyken

NOVEMBER 15, 2019

Forrester, for instance, has reported that nearly 40 percent of customer service interactions still take place over the phone. Offering faster, more convenient service at literally any time. These apps can determine caller intent and automatically direct them to the right destination, whether it’s a self-service function or an agent.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

TechSee

MARCH 21, 2024

TechSee’s Revolutionary Solution: Visual-AI Fiber Installation Recognizing these challenges, we have leveraged our expertise in AI-powered CX automation to develop AI-guided visual flows specifically designed for self-service fiber installation. The visual flows seamlessly integrate with TechSee Live for remote visual support.

Self service 109

Self service APIs Upselling Contact Center 109

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

CCNG

JUNE 21, 2023

But delivering seamless digital experiences is a challenge ― especially without the right tools and processes. Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. Provide personalized, omnichannel experiences that are context-based and low effort.

Customer Service 195

Customer Service CCNG Self service Automotive 195

TeleDirect

DECEMBER 25, 2024

Provide self-service options for customers. Enable personalized support by providing agents with relevant information. Track and analyze customer trends to improve service. Leverage Technology Implement AI and CRM tools to improve efficiency. These include: 1. AI-Powered Chatbots Handle routine inquiries instantly.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Expectation: Customers expect personalization and want companies to understand their unique needs. Personalized customer service is about treating people as individuals. Personalized customer experiences drive up customer loyalty. Avoid data silos .

Customer Experience 261

Customer Experience Advertising Employee engagement Customer centricity 261

TechSee

APRIL 17, 2022

Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website. This approach not only reduces customer effort, but creates a personalized and friendly engagement.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

TeleDirect

MARCH 14, 2025

Why Call Centers Play a Vital Role in CX Call centers act as the frontline of customer service , handling inquiries, complaints, and support requests. A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention. Consistent and personalized customer interactions.

Best practices 62

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

3CLogic

JANUARY 28, 2025

73% of customers expect better personalization and 81% faster service than ever before. Traditional systems can't keep up, thus giving rise to a new CX approach: Customer Experience as a Service (CXaaS). This enables enterprises to deliver faster, more personalized CX while reducing costs and complexity. What is CXaaS?

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105