Are Your Self-Service Channels Your Customers’ Last Option?
Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...
Take Self-Service Up Another Notch
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...
Seamless Self-Service Starts in the Contact Center
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...
Enhancing Phone Self-Service: “IVR with a Brain”
Poorly designed IVR applications have been frustrating callers for years—and in too many cases, alienating customers rather than providing a quick and easy way...
Search Analytics Provides Key Insights into Self-Service Experience
With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the...
Self-Service as a Customer-Satisfying Experience
Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if...
Empower Customers with Mobile Self-Service
Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of...
