Self-Service

Leaving a job in a library for a job in a contact center didn’t seem like a natural move at the time, but the more experience I gain, the more common ground... Read More

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer... Read More

Key take-away: Evaluate shifting mix of service channels specific to your customer base In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

You’ve heard it before: “Knowledge is power.” “An investment in knowledge always pays the best interest.” “The only source of knowledge is experience.” These sayings may seem simplistic but they speak to... Read More

An effective knowledge base can help deflect call volume, increase customer satisfaction, and be used as an ongoing training tool for contact center agents. A poorly designed knowledge base can lead to... Read More

Knowledge bases are becoming very popular, both as internal tools for employees and as external tools for customers. But creating a knowledge base requires more than just purchasing the right piece of... Read More

The future of online customer experience is self-service and optimizing your knowledge base search is vital to securing the loyalty of the emerging economic buying power — Millennials. According to Ad Age,... Read More

Self-service can have a significant impact on a contact center of any size, but the impact is sometimes greatest for the small contact center. Directing customers to help themselves can reduce staffing... Read More

Self-service is a common element of commerce that most of take advantage of on a daily basis – from self-checkout lanes at the grocery store to ATMs to Redbox – it’s become... Read More