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The 3 Ps of Self-Service: Personalized, Predictive, Proactive

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

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 …

How To Achieve Customer Self-Service Success

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

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 …