CCNG
JANUARY 29, 2025
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.
Beyond Philosophy
JUNE 9, 2022
Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.
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TechSee
MARCH 19, 2019
With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.
CCNG
SEPTEMBER 29, 2022
Self-service options are rising in popularity because nobody wants to wait on hold, wade through phone trees or repeat information. An automation-first customer service via conversational artificial intelligence is proving to be the right option for many enterprises. Invest In Artificial Intelligence Time is of the essence.
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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.
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.
ShepHyken
JANUARY 4, 2023
Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S. And just as Boomers are driving the traditional phone channels, Gen-Z and Millennials are moving the needle on these self-service options. . population, prefer the phone any other channel.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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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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Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more.
Speaker: Laura Sikorski, Contact Center Consultant
Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to assess technology options such as voice, email, chat, video, internet (website, social media), IVR (self-service, speech recognition), SMS (text), mobile, artificial intelligence, “the cloud” and how to decide what works for your organization, employees (..)
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