self-service

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do...

Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet...

Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included...

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...

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us...

If your organization is like many forward-thinking, customer-centric businesses today, you already know that social networks can bolster the visibility of your company. You...

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...

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...

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better...