self service

January 16, 2021
hands typing

Don’t make customer service agents wait for self service tools

Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to […]
January 13, 2015

Customer experience, self service and the wrong type of apologies

Here’s a story from a recent visit to the local branch of my bank to pay in a cheque. Remember them? Cheques, that is. Anyway, it’s […]
July 20, 2012

Customer Service: Here’s Some Tips on How to Ensure Self-Service Success

Back in April Lauren Carlson, a CRM Market Analyst at Software Advice, provided a guest post (Five Great Customer Service Apps for Mobile) whilst I was […]
June 3, 2011

Is there hope for IVRs and better customer experiences in interactions?

I don’t know about you but when faced with an IVR system (Interactive Voice Response system), you know then ones where you are presented with a […]