There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Nothing tells a customer “I’m not really interested in talking to you" quite as bluntly as an interactive voice response (IVR). It’s the computer voice we all love to hate. Admit it, you've found ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

The term contact center often evokes thoughts of a large office building, rows of desks, and agents lined up one-by-one answering an endless barrage of customer calls. While agents are still the heart ...

WALTHAM, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM today announced the industry’s first workflow-powered, agentic approach to customer ...

During the height of the COVID-19 pandemic, almost all contact center agent jobs shifted to a work-from-home model. And now that the pandemic has basically come to an end, many of those jobs have ...