Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
All content for CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers is the property of NICE and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
Increase Customer Engagement With Self-Service and Knowledge Management
On this episode, Amelia welcomes Keith Dawson, Vice President and Research Director in Customer Experience at Ventana Research. During this conversation, Keith and Amelia discuss:
- The perception of traditional self-service and how it is evolving.
- Keith’s prediction that 70 percent of customer interactions will be a mix of human and automated.
- The impacts self-service handoffs have on the agent.
- How self-service is freeing agents up to be more human during customer interactions.
- The ways knowledge resources are improving the self-service experience.
- How the pandemic opened up customers’ views of what is possible.
- The ways new channels like kiosks and QR codes are enhancing the customer experience.
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience
Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
