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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 …

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 …

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 …

Modern consumers expect digital self-service from the companies they interact with. Today’s business leaders recognize the value of automation and self-service as well, but modern …

There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest impact on the customer journey …

With a wave of increased inbound call volumes and a squeeze on contact center capacity from the COVID-19 pandemic, intelligent virtual assistants have quickly become a critical aspect of call centers’ response to the outbreak

Corporations struggle to adapt and change because of four distinct challenges: a web of old tech, slow-moving projects, different levels of digitization/automation, & data overload. If businesses want to survive the pressures of COVID-19

Customer service automation isn’t coming for our jobs — as more businesses implement self-service capabilities, customer service representatives stand as well as consumers to benefit. Self-service helps make agent interactions

Modern customer experience means implementing self-service capabilities and leveraging digital channels to deliver the interactions today’s consumers expect and demand. For any self-service project to be truly successful, leaders must focus on four key factors