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The 3 Ps of Self-Service: Personalized, Predictive, Proactive
According to Shep Hyken and 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 …
Creating Synergy Between Agents, Automation, and Self-Service
The pinnacle of CX isn’t total automation — it’s the perfect blend between self-service and agent assisted service that delivers successful resolutions to callers as fast and easy as possible. According to Zendesk, 69% of consumers first try to resolve their issue on their own, but …
The Great Resignation Solution BPOs and Call Centers Are Flocking To
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 or …
How To Achieve Customer Self-Service Success
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 …
Three Ways AI is Shaping Modern Customer Service
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. A PwC survey …
Low Code/No Code Platforms are Bridging the Gap Between Agility, Effort, and Cost
A new format is now emerging, creating a close fit with business requirements while staying cost effective and easy to launch quickly — low code/no code (i.e. “LC/NC”) systems. Low code/no code systems are built with flexibility in mind to easily adjust to the specific needs of …
How Digital Self-Service Is Transforming Utility Customer Service Experiences
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 utility leaders are trying new and innovative ideas. Digital self-service tools like RPA, Visual IVR, and …
Visual IVR: The Self-Service Solution Helping to Resolve Contact Center Pains
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 …
4 Mistakes to Avoid When Deploying Customer Service Automation
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 …