Get Excited About Self-Service
If you’ve been in this industry for any length of time, you may waffle between excitement and cynicism over self-service (SS). There has been so much promise and hype tempered by an equal measure of...
View ArticleI Really Just Want to Help Myself!
In all likelihood, you offer at least one self-service channel, even if it is as basic as an IVR. So why are you still talking to customers? It’s because self-service falls short, and customers can’t...
View ArticleThe Changing Face of Assisted Service
The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed an icon at the bottom of the screen that I hadn’t seen before. It was a microphone with “Voice” below...
View ArticleUse Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide...
View ArticleCo-Browsing Takes Web-based Customer Service Up a Notch
If you strike up a conversation about Web-based self service with contact center professionals, you’ll likely get a glow of satisfaction over the growing base of customers tinged with a hint of...
View ArticleSelf-Service for Tech-Savvy Consumers
If you think self-service is old news, think again. A new generation of tech-savvy consumers has entered the fray with decidedly different notions about what constitutes effective communication. Mobile...
View ArticleWill IVR Still Play a Role in Multi-channel Customer Contact?
I recently had the opportunity to present a webinar with Varolii Corporation entitled Preparing Your Business for Today’s Multi-channel Customer. Most companies already live in a multi-channel world...
View ArticleI Really Just Want to Help Myself!
In all likelihood, you offer at least one self-service channel, even if it is as basic as an IVR. So why are you still talking to customers? It’s because self-service falls short, and customers can’t...
View ArticleThe Changing Face of Assisted Service
The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed an icon at the bottom of the screen that I hadn’t seen before. It was a microphone with “Voice” below...
View ArticleUse Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide...
View ArticleCo-Browsing Takes Web-based Customer Service Up a Notch
If you strike up a conversation about Web-based self service with contact center professionals, you’ll likely get a glow of satisfaction over the growing base of customers tinged with a hint of...
View ArticleSelf-Service for Tech-Savvy Consumers
If you think self-service is old news, think again. A new generation of tech-savvy consumers has entered the fray with decidedly different notions about what constitutes effective communication. Mobile...
View ArticleWill IVR Still Play a Role in Multi-channel Customer Contact?
I recently had the opportunity to present a webinar with Varolii Corporation entitled Preparing Your Business for Today’s Multi-channel Customer. Most companies already live in a multi-channel world...
View ArticleI Really Just Want to Help Myself!
In all likelihood, you offer at least one self-service channel, even if it is as basic as an IVR. So why are you still talking to customers? It’s because self-service falls short, and customers can’t...
View ArticleClik here to view.
The Changing Face of Assisted Service
The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed an icon at the bottom of the screen that I hadn’t seen before. It was a microphone with “Voice” below...
View ArticleClik here to view.
Use Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide...
View ArticleClik here to view.
Co-Browsing Takes Web-based Customer Service Up a Notch
If you strike up a conversation about Web-based self service with contact center professionals, you’ll likely get a glow of satisfaction over the growing base of customers tinged with a hint of...
View ArticleClik here to view.
Self-Service for Tech-Savvy Consumers
If you think self-service is old news, think again. A new generation of tech-savvy consumers has entered the fray with decidedly different notions about what constitutes effective communication. Mobile...
View ArticleClik here to view.
Will IVR Still Play a Role in Multi-channel Customer Contact?
I recently had the opportunity to present a webinar with Varolii Corporation entitled Preparing Your Business for Today’s Multi-channel Customer. Most companies already live in a multi-channel world...
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