Phone contacts are getting more complicated and that's taking more time. Agents and contact centers aren't always prepared. Analysts point to an unexpected culprit: self-service.
There’s a lot of misinformation about AI in the customer service space. Let’s set things straight.
Here’s a reading list that will help you get up to speed on how companies are using bots and how a bot might fit into your service offerings.
Five things you can do to make yourself indispensable to your customers and your boss, and prevent yourself being replaced by automation.
When banks started charging customers for not executing their own transfers this led to widespread protest. Today the world looks very different: A company that doesn’t offer a self-service solution has to suffer the consequences.
Steven Van Belleghem
Jeff Toister, Customer Service Trainer, and Nick Francis, CEO of Help Scout, discuss how companies can successfully implement self-service solutions.
There is one counterintuitive key to achieving the self-service dream: people. Jeff Toister shares 3 ways to create effective self-service experiences.
Jeff Toister • 4 min read