silo channels

Best Practice Number Three: Avoid Silo Channels

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The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience. We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and […]

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live agents

Best Practice Number Two: Design Self-service to Mimic Your Live Agents

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Last month, we posted a blog that describes how you should begin your company’s self-service transformation by identifying the call center processes where incremental steps toward automation are most likely to be successful. In this entry, we’ll discuss how to design the self-service now that you have chosen inquiry types to automate. The best place […]

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