Self Service

Technology

Time to Get Really Excited about Self-Service

True confession: I struggle with whether to get excited or grow more cynical about self-service. This industry has a long…

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Technology

Upgrade The Self-Service Experience

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access…

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People Management

What about speed?

Here’s my latest interaction with a contact center. I was calling an organization that provides a service that my business…

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News

Aspect Software in Deal to Acquire Voxeo; Expands Cloud, Multi-Channel Self-Service, IVR Product and Channel Presence

The approximately $150 million acquisition expected to accelerate Aspect’s delivery of cloud, hybrid and premise-based deployments IVR, multi-channel and mobile…

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Technology

Customer-Centric Web Self-Service (Yes, It Does Exist)

While the best contact centers  ensure that they have well-trained, talented and mentally stable e-support agents in place to handle…

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