AWS Machine Learning

NOVEMBER 6, 2024

In this post, we share how Hearst , one of the nation’s largest global, diversified information, services, and media companies, overcame these challenges by creating a self-service generative AI conversational assistant for business units seeking guidance from their CCoE.

Government 106

Government Best practices Self service Management 106

Fonolo

JUNE 14, 2018

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.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

CCNG

JANUARY 4, 2023

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?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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

Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The Power of Visual Automation.

Contact Center 112

Contact Center Average Handle Time First call resolution Self service 112

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self service 40

Self service Contact Center Call Center Customer Service 40

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Another Way to Think About it.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

TechSee

OCTOBER 19, 2021

Creating a user manual is not a big investment, and it is often a one-time activity that can be posted online for customers’ convenience and self-service. To learn more about how your business can use visual assistance technology to resolve the headache of how to reduce returns, download the White Paper here.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

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

ConvergeOne

JUNE 28, 2022

WHITE PAPER] Six Steps to Engaging + Empowering Agents with Workforce Engagement Management. Download the white paper to learn how to improve workforce engagement for an optimal customer experience. This is a switch from the last two years, where they were focused mainly on the customer.

Self service 98

Self service Quality management Contact Center Technology 98

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. White Paper: 9 Critical Contact Center Trends for 2018.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

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

Fonolo

JUNE 20, 2018

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. White Paper: CX Trends You Need to Watch in 2018. Hire people who live to serve. The Need for Speed.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

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

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

VocalCom

JUNE 18, 2020

Cloud-based contact center technology also supports seamless integration of self-service, analytics and AI tools such as chatbots and virtual assistants to flatten the curve of incoming calls and focus agents on the more complex conversations. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 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

VocalCom

JUNE 24, 2020

Gartner estimates that by 2023, 30% of customer service businesses will deliver proactive services by using AI-enabled process orchestration and continuous intelligence. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. Want to know more about the evolution of contact centers ?

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. They consistently produce data-rich, unbiased reporting.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Nicereply

MAY 4, 2022

Enable self-service. The first step in providing an improved customer service experience is to ensure your customers can help themselves whenever possible. In a survey, 88% percent of participants from the United States stated that they expect brands to offer a self-service support portal. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. The race toward the next generation of self-service is underway. Download the PDF. 7 Reasons Your Members Want To Text You. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

Fonolo

APRIL 24, 2018

A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. It’s reasonable to assume that improving self-service will decrease the need for agents, but the relationship is more complicated. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

AUGUST 29, 2018

Doing” human interactions well in an increasingly self-service world will set you apart. This must be done thoughtfully, but AI represents great potential not just to improve self-service, but also optimize the use of your agents.”. White Paper: CX Trends You Need to Watch in 2018. The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

teleopti

APRIL 30, 2019

Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences. Then use advanced WFM technology to balance and schedule different contract types and see the difference flexible working makes to employee satisfaction.

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

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

Aspect

DECEMBER 19, 2017

Enter mobile self-service patient engagement solutions. Check out our white paper here. Even more daunting, each 60-minute open slot or no show can cost providers up to $200 and specialty appointments that require patients to adhere to a special diet prior to can have up to a 50% no-show rate in a given week!

Healthcare 88

Healthcare Self service CRM Technology 88

Cisco - Contact Center

NOVEMBER 24, 2020

Contact centers have truly become the “digital goalkeepers” of the organization, handling make or break customer experience exceptions that cannot be addressed in self-service. Four Journeys, One Destination: The Cloud , a white paper by Mc-Gee Smith Analytics.

Contact Center 107

Contact Center Technology contact center solutions Cloud contact 107

Connecting the Dots

FEBRUARY 9, 2021

Flag customers that need onboarding or education; Motivate (via scaring, bribing or humoring ) those customers to get educated; Provide basic education on product use and how to avoid problems; Guide customers to self-service tools; Educate on advanced features; and. Evaluate education and onboarding.

Education 62

Education Self service Consulting Consulting 62

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

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. An easy to digest overview of credit union messaging and Quiq’s messaging platform. Download the PDF. 7 Reasons Your Members Want To Text You. Read Article.

Finance 52

Finance Contact Center Self service Best practices 52

Fonolo

JUNE 5, 2018

So if one imagines a “fixed pie” of all customer service interactions, then the slice of that pie occupied by voice is getting smaller. Another argument is that self-service options are getting better and better. White Paper: The Secret Sauce for Increasing Customer Happiness. How do we make sense of this picture?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Monet Software

DECEMBER 19, 2019

And offering customers new self-service options can lower contact volumes but send AHT skyward, as individuals with more complex needs opt for a live agent instead. Download our white paper —the Ultimate Guide to Budgeting for Your Contact Center —to find out. 3 Occupancy and Shrinkage Predictions.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

TechSee

MARCH 19, 2018

Computer vision also enables gradual automation towards full self service with device recognition and augmentation. Considered a hybrid model, the agent’s performance is enhanced by the computer’s ability to quickly identify devices and technical issues, as well as to provide faster resolutions.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84