Tag: self-service
Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions
With consumers expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation...
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...
Highlights from the 2019 Challenges and Priorities Survey
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...
Voice-First Experiences Offer Help in the Moment
F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
The Evolution of Customer Service: Landline to AI
Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...
Leveraging Digital Channels, Part 1
There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do...
Time to Make Your Contact Center Smartphone Friendly
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...
Inside View: MOO
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...
Top 5 Posts in June
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...
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...
