Self-Service

Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI),...

Rushing off one flight to get onto another with a one-hour layover that turns into four hours once you get to the check-in counter...

A few years ago, only 15% of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents,...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can...

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to...

Customer care leaders are in the heart of a perfect storm. After a couple of tough years, much of which had consumers conducting their...

Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact...

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a...

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation...

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to...

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer...

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...

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...

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...

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...

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...

Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if...

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...