Self Service

Say No To Resets-OmniChannel-01

Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications

Business, Customer Experience, IVR, Omnichannel, Self Service, Technology / By

Omni-channel communications appeal to a lot of companies. And it makes sense that they do. Having that type of power at your disposal allows businesses to meet customers on their turf. While this means there are more channels to manage, when done right, the benefit is that omni-channel communications create a better customer experience. Omni-Channel …

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guy with tablet in restaurant

The Next Iteration of Self-Service

Artificial Intelligence, Call Center, Customer Experience, Customer Service, Omnichannel, Self Service / By

Once we acknowledge that the measurable, objective job might be taken by an app, we have to make service dramatically better than self-service, or else this job is gone. —Seth Godin Humans replaced by machines. This is the future sci-fi movies have been both hoping for and warning us about for decades now. It’s closer …

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woman connected to computers

People Don’t Mind Talking to Computers, Really

Call Center, Customer Experience, IVR, Self Service / By

Peter Theis, ‘father of the automated switchboard’ and Public Enemy Number 1 for everyone who dislikes automated phone systems, talking with the LA Times: I’m the guy who did it, yeah. I am ultimately to blame. I’m Dr. Frankenstein…When I invented it, I knew this would be huge. My goal was to improve the efficiency …

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analytics

How to Not Ruin the Customer Experience with Automation

Call Center, Customer Experience, IVR, Self Service / By

Automated voice systems, such as IVR, handle more customer service transactions in call-heavy industries like financial services than agents, websites, or other communication channels. These systems are the first and most common point of contact for most of our customers. As such, they need to be useful, not frustrating, especially in sectors like the prepaid …

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balance-sheet-with-calculator

How IVR Dictates the Customer Experience and Your Bottom Line

Customer Experience, PrePaid, Self Service / By

Automated voice systems have always been good at saving organizations money. Unfortunately, they’ve also been good at annoying customers. We’ve all seen the commercials with the guy yelling “Big Boy!” into his phone. Recently, though, interactive voice response (IVR) has become a real tool for improving the customer experience (i.e., they work, and they work …

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man in contact center

Is the Golden Rule Too Simplistic for Customer Service?

Customer Satisfaction, Customer Service, IVR, Self Service / By

We all know the Golden Rule: treat others how we’d have them treat us. But its not that simple. Which us? The us who’s tired and doesn’t want to deal with other people, or the us who’s energized and chatty? And don’t we all want different things? It’s true companies need to follow the Golden …

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boys-writing-code

Study: Self-Service Technologies Need an Opt-Out Button

Customer Experience, Customer Satisfaction, Self Service, Technology / By

In the not-too-distant future, virtually everyone will be technologically literate. As always, we’ll teach our kids the Three Rs (reading, writing, arithmetic), but we’ll also add The C (coding). However, we’re not there yet. My mom, for one, is (amusingly) illiterate when it comes to technology—she likes to go ‘into’ the internet, for example. She …

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ai-do-you-need-it

Self-Service Raising Bar on Customer Service Speed, Customer Expectations

Customer Experience, Customer Service, Self Service / By

Self-service through automation is speeding up customer service. And the faster customer service gets, the faster customers expect it to be. It’s kind of a Catch-22 or self-fulfilling prophecy of our own creation. Self-service is everywhere now, and we all benefit from it. We don’t have to physically go to the bank or chit-chat on …

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