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 >>>Tag Archives: self-service
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
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 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%...
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