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10 Tips To Improve Your Digital Self-Service Offering
With the proliferation of digital services over the past five years — highly accelerated by the COVID-19 pandemic — customers are demanding more and more digital solutions, and expect better automation and self-service than ever before. To avoid customer enragement and unlock customer engagement …
Businesses Have Found the Best First Step on the Path to AI
Artificial Intelligence (AI) and Machine Learning deserve the headlines the technologies have earned, but for most businesses the need for that level of automation is still a few years away. Robotic Process Automation (RPA) strikes a balance between the speed and …
No. Robots Will Not Replace Humans (part 2)
At the core of many digital transformations today is modern automation, but as we predicted in our blog from 2018, successful automation doesn’t mean replacing contact center agents. Successful automation involves humans and robots working together. Experts like Kate Leggett have seen …
Visual IVR Is Emerging as a Key Digital Transformation Solution in 2021
Visual IVR has proven itself as a modern solution helping improve customer experience and accelerate digital transformation at every level of the customer journey. By leaning into the advantages of Visual IVR solutions like its speed to deployment and …
How One Digital Improvement Can Transform Patient Outcomes in 2021
One of the biggest hurdles medical staff in all departments face is patient preparedness and education, but a simple shift made possible by modern automation is dramatically improving the status quo, and having added benefits for healthcare providers …
The 2021 Paradigm Shift Changing the BPO and BPS Business
New business models let BPOs charge for automation and maintain margins while letting live agents focus on complex, empathy-driven calls where their expertise is most beneficial and letting self-service handle the mundane calls that …
Five Critical KPIs When Considering Self-Service
Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee experience. Across customer experience …
Four Keys to Customer Service Success in 2021
After the upheaval of 2020, customer service leaders entering 2021 must focus on four critical functions to guarantee customer satisfaction this year. Each aspect plays an important role in the overall customer service experience: speed, simplicity, mobility, and …
Automation Isn’t For Everything (But It Is For A Lot)
Modern customer service should utilize both live agent interactions and self-service. Live agents are most beneficial when their empathy and training can have the most impact on a customer interaction. Complex calls that don’t follow any standard routine must be …
