New & Notable
Customer self-service News
May 12, 2021
Oracle adds deeper subscription support for B2C and B2B users to its CX platform, as users look to tie renewals, billing and self-service to commerce revenue.
May 04, 2021
Pegasystems users get access to long-awaited Process Fabric automation tool, as well as new vertical-specific customer service tools and AI for interactive voice response.
April 19, 2021
Salesforce Digital 360 for Industries releases developer tools, templates and guides for users to build e-commerce storefronts, webpages and portals on its vertical-specific clouds.
March 16, 2021
ServiceMax Engage app gives users' customers a snapshot of their service contract benefits, and gives users vital updates for asset managements of property in the field.
Customer self-service Get Started
Bring yourself up to speed with our introductory content
Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. Continue Reading
Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Evaluate Customer self-service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Looking for the best contact center software features? We review some of the most useful capabilities including data reporting, speech analytics, routing methods and AI. Continue Reading
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Continue Reading
Manage Customer self-service
Learn to apply best practices and optimize your operations.
In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options. Continue Reading
Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with. Continue Reading
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
Problem Solve Customer self-service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Lori Bocklund gives a formula to use to calculate a combined service level from several different call centers, as well as what to consider to get the most accurate call center numbers. Continue Reading