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Five Critical KPIs When Considering Self-Service

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

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)

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 …