How to increase customer engagement with self-service and Knowledge Management

Presented by

Keith Dawson, Vice President & Research Director, Ventana Research and Aaron Rice, General Manager, CXone Expert NICE

About this talk

Self-service is the front door to most customer journeys, with whatever channels customers choose. The best self-service flexibly engages with customers, adapting to their responses and choices in real-time. And it is much more than a tactic to deflect calls away from live agents. Intelligent self-service systems are knowledge engines that place just-right information into the hands of both agents and customers at just the right time. Contact centers that adopt modern tools for self-service, like AI chatbots or customer portals, enjoy delighted and loyal customers. In this webinar, NICE and Ventana Research will discuss how companies can spruce up their self-service front door and put out the welcome mat for smart, seamless customer journeys.

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