Customer-Centric Self-Service

Customer-Centric Self-Service

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 the brink of tears; and Customers don’t have much faith...
Low-Code/No-Code AI-Enabled Chatbots

Low-Code/No-Code AI-Enabled Chatbots

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm. Today, IVA technology is revolutionizing how customer service...
Are Your Self-Service Channels Your Customers Last Option?

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 conducted by Jacada, 42% of the attendees replied they don’t...

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 over SS, but that enthusiasm has been tempered by equal...
Seamless Self-Service Starts in the Contact Center

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 customer interactions. By its very nature, CX takes a holistic...
Your Call Center IVR with a Brain

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 to handle the most basic transactions. Worse, when callers opt...
Search Analytics Provides Key Insights into Self-Service Experience

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 business’ cost-reduction objectives. Unfortunately, too many websites contain outdated information...
Contact Center Self Service as a Customer Satisfying Experience

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 not wholly, with self-service technology. Above the obvious bottomline impact,...
Mobile Self Service

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 smartphones has added another dimension to customer expectations for self-service. Smartphone...
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