Promising more convenient interactions for customers and more efficient workflows for agents, self-service understandably ranks as a top focus for contact center leaders.
But how do we avoid squandering the opportunity, as so many brands did with the traditional IVR? How do we ensure we tap into the full, AI-driven capabilities of modern self-service platforms without imposing bots on customers who simply want to speak to a live agent?
This special report has the answers, revealing how self-service can be your gateway to a more loyal customer base. Topics include:
- What customers actually demand from self-service experiences
- 5 keys to delivering a customer-centric self-service experience
- Checklist for when it actually makes sense to use a chatbot
- 3 ways self-service will transform the agent experience ... and what to do about it
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