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Richard Adhikari
Excellent Customer Service Requires Emotional Intelligence
08/04/17 1:36 PM PT | CRM Buyer | 651 Words

Telcos are turning to self-service , automation and artificial intelligence applications like chatbots, but these tools are appropriate only in some scenarios, InMoment suggested.

In many parts of the telco customer journey, positive human interactions are essential and contribute to a...

Jeff Kagan
How Amazon Is Transforming Retail
07/27/17 5:00 AM PT | E-Commerce Times | 667 Words

They have self-service aisles that let users buy without dealing with a cashier. In these cases, there is a vast difference between best and worst performers.

Companies like Whole Foods, Trader Joe's and Sprouts let users charge to their smartphones quickly and...

Richard Adhikari
Amazon's B2B Business Blows Past 1M Customer Mark
07/29/17 2:58 PM PT | E-Commerce Times | 610 Words

However, 1 million B2B salespeople in the U.S. will lose their jobs to self-service e-commerce by 2020, Forrester also predicted, and Amazon appears to be leveraging that trend with its business marketplace.

B2B competitors will have to innovate so that customers still...

David Jones
Major Tech Firms Pressure FCC to Stay the Net Neutrality Course
07/18/17 12:53 PM PT | E-Commerce Times | 720 Words

The Internet Association , which represents 40 of the United States' leading technology companies -- including Facebook, Google , Amazon and...

Denis Pombriant
Helpshift Integrates With Salesforce
05/25/17 1:48 PM PT | CRM Buyer | 632 Words

Empowering Customers
Customer self-service once was thought to be the peak of customer empowerment, but we soon discovered that self-service systems were, in some cases, the same support systems used by agents -- but possibly with nicer front-ends.


Vivian Wagner
Nanorep CTO Amit Ben: Chatbots Should Be Useful, Not Human
07/12/17 3:46 PM PT | CRM Buyer | 835 Words

In this exclusive interview, Ben explains how companies that offer highly automated self-service tools can make the customer experience highly personal.

Nanorep CTO Amit Ben

CRM Buyer: What is personalized self-service, and why is it important?

Amit Ben: When you...

Richard Adhikari
LogMeIn Makes Bold360 Entrance at CRM Party
06/09/17 1:34 PM PT | CRM Buyer | 640 Words

The system gets smarter over time and can be applied to self-service interactions or to inform agents when they engage with customers; and Seamless escalation of customers to remote support from the existing interface. Bold360 builds intelligent and actionable profiles that let businesses...

Richard Adhikari
Verizon Aims to Help Firms Get Up Close and Personal With Customers
05/22/17 4:41 PM PT | CRM Buyer | 647 Words

Apps developed with this SDK will transition customers using a company's self-service mobile app directly to a live agent.

This will maintain the security of the transaction and minimize the number of steps required. The customer's confirmed identity and information about...

Richard Adhikari
Genesys Launches G-Nine CX Framework
05/24/17 3:51 PM PT | CRM Buyer | 615 Words

Genesys on Monday introduced G-Nine as the innovation framework underlying all of its product offerings. "Think of G-Nine as the Genesys...

David Jones
Vendor Exposes Millions of Verizon Customers on Amazon Cloud
07/17/17 12:37 PM PT | E-Commerce Times | 781 Words

The back story to the incident is that the vendor was supporting an approved initiative to help Verizon improve a residential and small business wireline self-service call center portal and required certain data for the project, Verizon explained.

The "overwhelming majority"...

Vivian Wagner
Alteryx CCO Olivia Duane Adams: Women Do Think Differently
07/14/17 2:37 PM PT | TechNewsWorld | 793 Words

Today, our technology is a leading platform for self-service analytics. Anybody in a company is able to use Alteryx to find data and analyze it, and they're able to do it in a repeatable workflow.

A lot of times, analysts get asked...

John P. Mello Jr.
Cook Gives Up a Few Crumbs of Apple Auto Info
06/16/17 11:23 AM PT | TechNewsWorld | 673 Words

News about Apple's plans for the automotive market have been dripping slowly from the company for months, and CEO Tim Cook...

Brett Sappington
What's Next in the Volatile Pay-TV Services Market?
06/26/17 3:45 PM PT | E-Commerce Times | 676 Words

There has been an erosion in penetration of pay-TV subscriptions in the United States, traditionally one of the world's most lucrative...

Peter Suciu
Microsoft's Mixer Could Shake Up the Streaming Game
05/25/17 3:25 PM PT | TechNewsWorld | 805 Words

Microsoft on Thursday announced Mixer, a rebranded version of its game-streaming service previously known as "Beam." In addition to the name...

Jack M. Germain
MariaDB Offers a Bigger Box of Transactional Tools
05/30/17 1:31 PM PT | LinuxInsider | 1137 Words

MariaDB last week announced the availability of MariaDB TX 2.0, a fully functional open source transactional database solution for modern...

Denis Pombriant
Salesforce Parallelism
06/12/17 3:32 PM PT | CRM Buyer | 914 Words

For several years now, Salesforce has built distinct product lines that all work off the same platform and can integrate in...

Denis Pombriant
Trailhead Matrix
07/11/17 3:17 PM PT | CRM Buyer | 849 Words

Salesforce finished up the second quarter with a strong showing at its developer conference in San Francisco, TrailheaDX, roughly quadrupling last...

Vivian Wagner
Trustify President Jennifer Mellon: Diversity Is Good Business
07/08/17 12:36 PM PT | TechNewsWorld | 817 Words

Jennifer Mellon is cofounder and president of Trustify . In this exclusive interview, Mellon discusses with TechNewsWorld the risks and rewards...

David Jones
Uber Ousts Top Deputy as Fate of CEO Kalanick Hangs in Balance
06/13/17 9:03 AM PT | E-Commerce Times | 670 Words

Uber Technologies on Monday lost its second-most-important executive in a shakeup stemming from an internal investigation into sexual harassment charges. The...

Kevin Sjodin
Bridging the Gap Between Self-Service and Live Service
05/13/10 5:00 AM PT | CRM Buyer | 1280 Words

... majority of today's contact centers employ well-designed, sophisticated self-service strategies, but even with a highly successful self-service application boasting a high call-completion rate, people will always need to talk to people. That is why there will always be a need for live...

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