Whether your business operates its own call center or leverages external organizations, every organization can benefit by reducing the overall costs associated with modern customer service operations. Especially in the modern, post-COVID era of hiring challenges and increased customer service expectations, efficient, digital self-service should be at the forefront of...
We might be facing one of the most dramatic periods of call center transformation in history — COVID-19 dramatically accelerated digitalization, consumers now expect more automation and self-service, and The Great Resignation is affecting every contact center. With that in mind, modern contact centers are looking to adapt. To stay...
Today’s healthcare landscape has been completely reshaped by pandemic experiences. Modern shifts in patient interactions and patient experiences were dramatically accelerated by the past few years and some things will never go back to the way they were. As evidenced by the rise of virtual care, healthcare providers are increasingly...
Today’s patients are bringing expectations from the consumer market into their healthcare interactions. From the convenience of on-demand rideshare apps to fast and simple membership sign ups and proactive notifications telling us when our recent shipment is 10 stops away, modern patient experience has an array of customer experiences it’s...
Modern customer experiences are becoming more convenient and personalized every day. Healthcare providers and health systems can jump to the top of patient satisfaction by applying lessons learned from the consumer market. Sitting in the hospital in the standard patient gown, waiting for my doctor to come back, I reached...
The past two years have fundamentally transformed customer engagement and the customer service journey across many industries. Contact centers learned how to work from home, customers remembered how QR codes work, and most importantly, digital experiences became table stakes for businesses deploying premier CX. According to Twilio research, companies that...
Automated digital self-service brings a host of benefits to customer service and customer experience. Faster, less cumbersome interactions get callers to answers at lightning speed and can handle many more calls simultaneously compared to traditional live agents. Some tasks require human empathy, however. Some callers choose not to take advantage...
Visual Self-Service solutions have rapidly become commonplace as companies have adapted to COVID-19 and digitized their operations. The combination of rich, easy to use visual interfaces and sought after automation has created solutions that benefit many levels of business. Solutions streamline customer service interactions, boost satisfaction among customers and employees,...
2021saw the world move to the next stage of the COVID-19 pandemic. Vaccines transformed peoples’ lives, WFH transformed the way we work, the resurgence of virus variants proved COVID could still impact our lives, and contact centers found themselves stretched thin by increased call volumes and reduced staff. As consumers...
Republished with permission. Find theoriginal articleon Genesys.com. Corporate digital transformation timelines have accelerated over the past two years, and the cloud has been instrumental in retail service innovation. The COVID-19 pandemic has forever changed consumer shopping and service expectations. Today, consumers want to interact with brands on their channels of...
According toShep Hykenand Forbes, 96% of customers will stop doing business with a company because of bad customer service. Improving customer satisfaction and delivering excellent customer service experiences should be more important than ever for today’s business leaders — research fromPwCshows about one in three customers (32%) “say they will...
Modern contact centers know automation and self-service solutions are required by today’s consumers, but many customer service interactions are too complex and require too much human empathy to be handled effectively by automated interfaces. The pinnacle of CX isn’t total automation — it’s the perfect blend between self-service and agent...
Americans are quitting their jobs in record numbers. Many of those leaving are looking to change careers or find a higher-paying offer for the same position. The record-high numbers of workers changing jobs mean employers must pay workers more than ever to retain employees or on-board new hires, driving up...
The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape. “The best customer service experiences...
Automation and AI have been making headlines for years as the future of business, but the time for Artificial Intelligence has officially arrived. Businesses in every sector are implementing AI solutions, and that push for the technology has only grown since the COVID pandemic. APwC surveyfound 52% of respondents, “have...
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.