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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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CX Trends You Need to Watch in 2018 [White paper]

Fonolo

Offering technology that eases the lives of customers, and acknowledges their increasingly mobile, digital lives: Providing online self-service; the ability to review your business efficiently via short online surveys; and offering chatbots for Q&As are a handful of ways to adapt your business to emerging digital channels.

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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

In this white paper we focus on the information made available to contact center agents. This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. How can this be done?

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50 Quick Tips for Improving the Customer Experience

Fonolo

Grow stronger with surveys: Make customer feedback surveys a bigger deal. Provide the option for online self-service. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year. Good luck levelling up!

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.