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Richard Adhikari
United Airlines Gives Appalling New Meaning to Customer Service
04/11/17 2:09 PM PT | CRM Buyer | 715 Words

United Airlines' self-made firestorm spread on Tuesday, as a video showing a passenger being forcibly dragged off a plane continued to...

Richard Adhikari
Amazon Strikes Contact Center Market
03/28/17 2:20 PM PT | CRM Buyer | 627 Words

... Web Services on Tuesday announced Amazon Connect, a self-service contact center solution based on the same cloud technology used by Amazon customer service associates worldwide. It offers phone numbers throughout the United States and 18 countries in Europe, with more coming soon.

John P. Mello Jr.
Watson Joins Cybersecurity Warriors' Ranks
02/16/17 8:45 AM PT | TechNewsWorld | 757 Words

IBM this week announced Watson for Cyber Security, a powerful new ally for organizations that want to protect their data from...

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...

Andrew Boyd
Customer Self-Service: How May You Help Me?
06/21/07 4:00 AM PT | CRM Buyer | 895 Words

... an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges -- improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and arguably...

Swamy Viswanathan
10 Steps to Customer Self-Service Nirvana
01/04/11 5:00 AM PT | CRM Buyer | 1234 Words

In decades past, self-service meant providing a detailed manual. The downside, of course, was that a printed manual could not be updated dynamically and was costly to distribute. In the late 1990s, with the advent of the Web and content management, self-service meant...

Lesley Hensell
Is Self-Service Really Reaping ROI?
08/28/03 3:55 AM PT | CRM Buyer | 1172 Words

More businesses are jumping on the self-service bandwagon, with many local grocery stores and hardware stores allowing self-checkout.

According to a July study conducted by research firm IDC for NCR Corp., nearly 70 percent of customers in five different countries said they...

Alan Hubbard
How Speech Self-Service Dramatically Improves Call Centers
01/14/08 4:00 AM PT | CRM Buyer | 610 Words

BIC firms attempt to differentiate themselves from their competition by offering speech self-service .

Empowering Customers
A well designed speech self-service application does a number of things. First, it empowers the customer to resolve issues on their own. Customers can...

Elizabeth Millard
The Rise of Online Self-Service
06/09/04 8:28 AM PT | CRM Buyer | 923 Words

With that demand in mind, many companies are turning to firms that deliver online self-service tools. Selling either in-house software or hosted services , sometimes even both, purveyors of self-service technology are finding their products are in high demand.

Can these companies...

Erika Morphy
Self-Service Kiosks: Bane or Boon?
07/28/08 4:00 AM PT | CRM Buyer | 879 Words

Consulting , has: the self-service kiosks that just about every airline now uses to handle automated tasks. They are easy to use and they keep the lines down to a minimum, she commented. And they are smart -- a trait Bower experienced firsthand...

Alan Hubbard
Cutting Costs and Keeping Customers With Speech Self-Service
11/08/07 4:00 AM PT | CRM Buyer | 629 Words

By adding speech self-service to the current IVR stack companies will provide a more robust and complete customer experience.

Improving IVR
The touch-tone IVR self-service customer experience leaves much to be desired. These IVR applications are in place in over...

Christopher J. Bucholtz
When Self-Service Goes Horribly Wrong
01/20/11 5:00 AM PT | CRM Buyer | 876 Words

That's still the way I see a lot of customer self-service efforts. All too often, they aren't conceived with the customer in mind -- they're done not as a cheesy gimmick, as in the McDLT, but as a way of cutting the...

Erika Morphy
Avaya Upgrades Self-Service Platform
08/22/07 9:44 AM PT | CRM Buyer | 400 Words

Avaya has made a significant upgrade in three self-service offerings that it introduced at the beginning of last year. Introduced at SpeechTEK 2007 in New York City, the three products are Avaya Voice Portal 4.0, its flagship self-service software ; Interactive Response 3.0,...

Keith Regan
Web Self-Service Strikes Out
02/25/02 1:26 PM PT | E-Commerce Times | 882 Words

Within this philosophy, self-service -- using an Internet presence to help customers find answers to their questions -- is a hot topic. But this concept is still coming into its own, and already there's a problem: Customers expect many more answers than Web...

Erika Morphy
Moxie Boosts Self-Service With Widgets, Crowdsourcing
10/01/12 5:00 AM PT | CRM Buyer | 431 Words

Moxie Software recently released two separate, albeit highly complementary, CRM self-service applications. Knowledge Spaces lets user embed self-serve elements throughout a website. In this example, the hypothetical company "SE Communications" has embedded "Most Popular Questions," and "Newest Solutions" on its front page. (click...

Stuart Butts
The Vital Role of E-Presentment in Online Self-Service
07/31/09 4:00 AM PT | CRM Buyer | 1231 Words

... by competitive pressure to improve the customer experience, organizations are moving toward an online self-service model that pushes the boundaries of electronic information presentation, or e-presentment. Yet as they embrace this model, new challenges await, including how to ensure customers have seamless...

Erika Morphy
Oracle Upgrades Self-Service Application
01/18/07 7:59 AM PT | CRM Buyer | 399 Words

Oracle on Tuesday upgraded its self-service offering with the release of Siebel Communications Billing Manager 5.1.1 and Siebel Communications Billing Analytics 5.1.1 -- applications built on Siebel's acquisition of eDocs in 2005. New changes to the systems will give users increased online access...

Erika Morphy
The Rise of Self-Service Mobile CRM
09/04/12 5:00 AM PT | CRM Buyer | 486 Words

... CRM vendors -- and their customers -- are recognizing the value of applying mobile technologies to the self-service piece of a CRM operations. In response, more and more vendors are rolling out new applications for companies that wish to target this emerging,...

Erika Morphy
Genesys Upgrades Analytics, Self Service Solutions
02/22/07 8:21 AM PT | CRM Buyer | 414 Words

Smart Self Service
Genesys has also introduced a new version of its self-service platform , which it acquired from VoiceGenie early last year. The most significant enhancement is its video voicemail and avatars functionality that support video play-and-record applications ,...

Kelly Shermach
Banks Gain from Self-Service Channels
09/20/04 12:00 PM PT | CRM Buyer | 656 Words

In December 2002, however, the bank dropped this controversial practice, concerned that self-service banking channels would weaken their relationships with retail banking clients and reduce their opportunities for cross-selling .

But it seems those concerns were unfounded.

Different Channels
...

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What's most likely to cost a company your customer loyalty?
a major product fail
major unethical corporate behavior
public advocacy of social or political views I oppose
a really bad customer service experience
stagnation -- I'm attracted to innovation
none of the above -- I'll stick through thick and thin