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...
Unlocking the Door to Loyalty
Customer care leaders are in the heart of a perfect storm.
After a couple of tough years, much of which had consumers conducting their...
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...
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...
Top 5 Posts in September
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...
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...
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...
Keeping the Customer Promise
Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...
Uncover the Value of Digital Self-Service CX
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 Bright Future of Voice 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Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI),...
Repairing Missed Customer Connections
With the surge of AI and automation, it’s never been easier for brands to invest in new ways of connecting with customers. But at...
The Power of Self-Service
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...
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...
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...
Vendor Roundtable: Multiple Channels, Challenges, and Opportunities
There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts.
When there is a...
How the New Normal Impacts Retail
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...
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...
Why Conversational Design is Essential
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,...
How AI Can Combat Staffing Challenges
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...
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...
