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...
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 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 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 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 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 ArticleGet 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...
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