Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Contact Centers Leverage Self-Service. Self-service is one area in which contact centers shine due to their multi-channel approach.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The Power of Visual Automation. Bringing visual automation to contact centers. Benefits to agent productivity.

Contact Center 112

Contact Center Average Handle Time First call resolution Self service 112

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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. Contactless preferences encourage self-service, even online. Technological Trends.

Call Center 376

Call Center Technology Banking Contact Center 376

Uniphore

JANUARY 21, 2022

Armed with next-generation AI, healthcare service providers can deliver a seamless end-to-end consumer journey—from faster self-service with fewer steps and redundancies to more efficient live interactions with higher customer satisfaction (CSAT) and first contact resolution (FCR) rates. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Fonolo

JUNE 20, 2018

More and more, a way of standing out from the crowd and winning over customers is by ensuring a top-notch, personal experience from start to finish. Make the customer experience as personalized as possible. Celebrate your greatest customers, both publicly and personally. Take it personally. Being memorable. Be proactive!

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

Nicereply

MAY 4, 2022

So what are some of the best practices for stellar eCommerce customer service? Personalize your Ecommerce support service. No doubt, customers want quick answers to their queries, but at times they also wish for personalized assistance and expert advice. The Internet has made customer service a personalized experience.

Best practices 98

Best practices Self service Sales Surveys 98

VocalCom

JUNE 24, 2020

With the development of machine learning, organizations can deploy innovative, personality-based routing: smart pairing technologies allow, based on dynamic behavioral patterns, to match the best agent with each customer to increase the number of positive contacts and enhance satisfaction levels.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

VocalCom

JULY 2, 2020

Going forward, the use of big data and analysis powered conversational assistants, chatbots and self-service, will automate the handling of simple enquiries, will allow customers to quickly and easily fix their issues themselves, 24/7. The rise of self-service has made human support even more critical.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

InGenius

JULY 27, 2017

Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone. We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry.

Contact Center 48

Contact Center Education Self service CRM 48

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Doing” human interactions well in an increasingly self-service world will set you apart.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

teleopti

APRIL 30, 2019

Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

TeamSupport

JUNE 3, 2020

In Part 2, we explore all of the self-service options available within the TeamSupport platform. We regularly produce relevant thought-leadership content in the form of this blog, editorial articles, white papers, e-books, and webinars. Help Yourself. Find them on the TeamSupport website.

B2B 64

B2B Education Self service Customer Support 64

Aspect

DECEMBER 19, 2017

With the advent of patient portals through mobile or disposable apps, patients can easily check physician visit summaries and test results, view prescriptions and access personal data within a few clicks and swipes. Enter mobile self-service patient engagement solutions. Check out our white paper here.

Healthcare 88

Healthcare Self service CRM Technology 88

teleopti

SEPTEMBER 18, 2019

Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Building an organization that is fuelled by customer service makes sound business sense. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

ShepHyken

MARCH 31, 2018

When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. Regardless of the reason, responding the right way can springboard your customer service reputation.

Marketing 223

Marketing Customer Service Airlines Self service 223

NobelBiz

FEBRUARY 13, 2024

By equipping agents with the right information at the right time, it fosters a more informed and personalized customer interaction, setting new standards for efficiency and effectiveness in the contact center industry. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Limited Automation Options.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

Natalie Petouhof

AUGUST 15, 2022

And it allows agents to build rapport and increase personalization. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Integrity Solutions

NOVEMBER 20, 2024

Here are 12 essential sales challenges that salespeople commonly face and what they need to do to overcome them to have both a higher level of success and a greater sense of personal fulfillment in their careers. They should help the salesperson create relationships across the account , not just with one person.

Sales 72

Sales Coaching Accountability B2B 72

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Welcome to the All New Webex.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

Fonolo

SEPTEMBER 6, 2018

to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. Human agents make informed judgments and offer personability, both highly desired traits in the CS ecology.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. The single worst thing a contact center agent can do during a call is eat…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Eptica

FEBRUARY 28, 2018

When bank customers used an ATM rather than interacting with a person, their overall level of satisfaction with the bank fell. All of these points mean that brands need to think automating customer service processes. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

CSM Magazine

OCTOBER 16, 2020

Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) You can also add self-service tools. If your business model allows, make personalized offers to some clients. Customer education programs are not new. They are critical to your success. Bottom Line.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 65

Contact Center Call Center Self service Technology 65

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Uniphore

NOVEMBER 11, 2021

In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online. Conversational AI can optimize customer interactions across multiple channels—from digital self-service to live customer service calls.

Self service 52

Self service Enterprise Personalization Customer Service 52

Totango

SEPTEMBER 22, 2022

Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. Evaluating : A user or company actively assesses the service, usually during a trial or freemium period. Eloqua is Oracle’s marketing automation platform.

SaaS 71

SaaS CRM Advertising Analytics 71

Comm100

MAY 31, 2016

Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. The following self-service channels can help you prevent a number of difficult customers scenarios from occurring: FAQ.

Customer centricity 43

Customer centricity Self service Chatbots Feedback 43

Serenova

DECEMBER 13, 2019

Because of improved self-service, customers often resort to calling the contact center only when they have complicated issues or have been frustrated by other channels. In the Vanson Bourne research , 61% of respondents noted that difficulty reaching a person when they had a complaint tarnished their experience overall.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Fonolo

AUGUST 21, 2018

And, there’s this, from the Apple Business Chat page: “Talk to a real person … Most often, your conversations will be with a live agent. You might get a fast, automated response for simple requests, but a real person will be available if needed.”. How serious is that promise that “a real person will be available”?

Customer Service 52

Customer Service Call Center Self service Personalization 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 40

Contact Center Call Center Self service Technology 40