Self-Service


How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Having proven their mettle and efficacy on the customer front lines, [IVAs] are quickly graduating to a manager role in the organization.

Technology Self-Service Artificial Intelligence


Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...

Technology Self-Service Assisted Service


How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers COVID-19 Customer Retention


Time to Get Really Excited about Self-Service

Now we are on the cusp of great change with what technology can do for self-service, and it’s not just the same old thing.

Technology Self-Service


Seamless Self-Service Starts in the Contact Center

Modern consumers want to self-service if they can do so in an efficient and effective manner.

Technology Self-Service White Papers


Voice-First Experiences Offer Help in the Moment

Understanding the nuances of the customer contact will help determine the best interactions for voice-assisted help.

Technology Self-Service


Imagining the Possibilities with AI

Remember that AI is not going to just run on its own. You need people involved for the “human-assisted learning” to determine how to act on the insights and opportunities the system discovers.

Operations Assisted Service Technology Self-Service


Simply Automating Isn’t Enough

There’s one final key to making self-service successful: trust.

Technology Self-Service


Rosie the Robot Meets Margot the Wine Bot

Chatbots work best when the user has a clear idea of a question in mind, and that is usually the case in customer service.

Technology Self-Service


Can AI Replace the Call Center’s Human Agents?

There are some tasks that automated processes will never be able to accomplish with the same results or general efficiency as a human being.

Technology Self-Service


AI: Streamlining Contact Center Technology

Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for growth.

Technology Self-Service


Hello, HAL! Artificial Intelligence in the Contact Center

While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.

Technology Self-Service


Artificial Intelligence: Friend or Foe?

Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.

Technology Self-Service


Inside View: MOO

Anyone can copy your software, but it’s very hard to copy your hiring and training strategy, and your culture. Those are the two fundamentals that have set us up for success.

Technology Self-Service Strategic management


Upgrade the Self-Service Experience

There is a massive focus in the industry to try to push customers toward digital, not just to reduce costs, but because customers are asking to have those channels available.

Technology Self-Service


2Ring ServiceNow 5
Forrester Wave
Empirix