One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...
Read More >>>Category Archives: Self-service
The Contact Center’s Role in Building Self-Service
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can...
Read More >>>Thoughts on Customer Experience, Agent Skills and Artificial Intelligence
The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May...
Read More >>>Insight on Bots, Human Agents and the Future of Customer Service
Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview...
Read More >>>The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>Encouraging Customers to Use Self-Service
Building Brand Engagement with Multichannel Services
The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>Four Keys to Retaining Millennial Customers
It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...
Read More >>>Encouraging Customers to Use Self-Service Channels
Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...
Read More >>>Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
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