Zappix Blog

Visual Self-Service solutions have rapidly become commonplace as companies have adapted to COVID-19 and digitized their operations. The combination of rich, easy to use visual interfaces and sought after automation has created solutions that benefit many levels of business. Solutions streamline customer service interactions, boost satisfaction among customers and employees,...

2021saw the world move to the next stage of the COVID-19 pandemic. Vaccines transformed peoples’ lives, WFH transformed the way we work, the resurgence of virus variants proved COVID could still impact our lives, and contact centers found themselves stretched thin by increased call volumes and reduced staff. As consumers...

Republished with permission. Find theoriginal articleon Genesys.com. Corporate digital transformation timelines have accelerated over the past two years, and the cloud has been instrumental in retail service innovation. The COVID-19 pandemic has forever changed consumer shopping and service expectations. Today, consumers want to interact with brands on their channels of...

According toShep Hykenand Forbes, 96% of customers will stop doing business with a company because of bad customer service. Improving customer satisfaction and delivering excellent customer service experiences should be more important than ever for today’s business leaders — research fromPwCshows about one in three customers (32%) “say they will...

Modern contact centers know automation and self-service solutions are required by today’s consumers, but many customer service interactions are too complex and require too much human empathy to be handled effectively by automated interfaces. The pinnacle of CX isn’t total automation — it’s the perfect blend between self-service and agent...

Americans are quitting their jobs in record numbers. Many of those leaving are looking to change careers or find a higher-paying offer for the same position. The record-high numbers of workers changing jobs mean employers must pay workers more than ever to retain employees or on-board new hires, driving up...

The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape. “The best customer service experiences...

Automation and AI have been making headlines for years as the future of business, but the time for Artificial Intelligence has officially arrived. Businesses in every sector are implementing AI solutions, and that push for the technology has only grown since the COVID pandemic. APwC surveyfound 52% of respondents, “have...

For years, enterprise software solutions came in three forms: in-house development solving problems exactly the way businesses wanted using an internal team, third-party off the shelf solutions that fit business needs a little bit more loosely but usually launched much faster and cost less, and a custom solution developed by...

Republished with author’s permission. Find theoriginal articleon EnergyCentral.com he pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like proactive messaging, RPA, Visual...

Every business has spent the past year reacting and adapting to the impact of COVID-19 on their operations and customer behavior. Contact centers and customer service has been a key focus for many, but one solution has delivered increasing ROI after the pandemic increased inbound call volumes and reduced contact...

Automation and self-service solutions are the latest trend in customer service technology. Customers love using well-built and seamlessly integrated self-service solutions, but not every technology implementation is built the same. For customer service leaders looking to deploy the right automation the right way, here are four key mistakes to avoid...

Automation and self-service can be a critical piece of modern customer service, but call center managers and business leaders should keep a few things in mind to make sure their new automation program sees real success. Automation, when combined with the skills of live customer service agents, can create a...

The world is starting to accelerate towards a true end to the COVID-19 pandemic, but the post-pandemic contact center market faces a big question: how to handle increased inbound call volumes when hiring more agents has been made difficult after COVID? At the beginning of the pandemic, call centers around...

Reducing friction in the customer service journey plays a critical role in achieving the level of CX today’s consumers demand. According toShep Hykenand Forbes, 96% of customers will stop doing business with a company because of bad customer service. Reducing friction and delivering excellent customer service experiences should be more...