customer self service

Biometrics Move To Consumer Devices

Apple’s iPhone 5s will be the personal communication device that engaged people in serious discussions around biometrics authentication. However early reactions follow some predictable patterns. However sceptics point to the security vulnerabilities and long-term reliability issues associated with fingerprint readers that  shipped with laptop computers, like IBM ThinkPads as well as mobile phones from the likes [...]

September 13th, 2013|Voice Biometrics|

Customer Self Service Can Still Reduce Costs

Customer self service has been shown to reduce costs in contact centres by as much as 20% with self-service capabilities that include customers researching and buying through self-directed channels. Buying via these routes has been shown to increase the revenue per user by as much as 18%, when the provider offers effective self-service interaction for [...]

August 28th, 2013|Self Service|

Voice Biometrics is Popular for Security-Conscious Shoppers

New research from WorldPay suggests paying for goods and services through fingerprint, palm and iris scanners is the most popular future technology choice for security-conscious shoppers. Specifically, 1 in 2 people surveyed said they would like to have payment options using voice biometrics, far outweighing the popularity of emerging mobile options. 30% would like to use PIN-based smartphone payments, [...]

July 4th, 2013|Voice Biometrics|

Customer Self Service is the Preferred Option

Customer self service options from retailers, is expected by the majority of British consumers today, new research has revealed. A survey of around 270 UK consumers found that this held true for both post- and pre-sales. With nearly a third of consumers (27%) saying they prefer to ask pre-sales questions over the telephone, opposed to . [...]

July 3rd, 2013|Customer Experience|

Call Automation

Call automation is of growing importance in the call centre, with more than 5% of the world’s working population today now working Call or Contact centres. The challenge in call automation is of growing importance as call volumes are increasing; the cost of handling a call in the call centre is higher: and the cost [...]

June 25th, 2013|Speech|

Contact Center Customer Service

Com­pa­nies are redefining their contact center customer service into a strate­gic method for gath­er­ing vital infor­ma­tion to inform mar­ket­ing direc­tion and prod­uct devel­op­ment. Whilst you can obtain valu­able insights by mon­i­tor­ing your social media chan­nels, adding insights from your contact cen­ter will pro­vide a greater breadth and depth of information. The con­tact cen­ter has always [...]

June 24th, 2013|Customer Experience|

5 Steps to Achieve Excellent Customer Service

A recent report by Bright UK, a company dedicated to helping organisations improve their customer service experience, has released a five step recommendation into how to achieve world class customer service experience through the use of customer feedback. When you have your performance platform in place and employee engagement is high,using customer feedback to improve [...]

May 28th, 2013|Customer Experience|

My IVR is End of Life Now What?

New, Complimentary Industry Briefing on Supporting and Enhancing End-of-Life IVR Systems  “My IVR is End Of Life, Now What?”   Many enterprises reached this point with their IVR system in the last few years. With the recent economic uncertainty, enterprises were wary of investing the time, financial resources and the risk associated with a [...]

December 10th, 2012|IVR|

IVR Solution Provider Sees Record Sales in Q-2 up 325%

PSS celebrates a decade in business with a sales increase in Q2 of 2012 by 325% YOY (Year over Year) based on enterprise contact center’s ability to differentiate through superior customer service.   With the advent of mobile applications, social media and chat/IM as new customer service channels, PSS - an IVR solution provider- continues [...]

August 29th, 2012|News|

Contact Center Customer Experience is Far More Valuable Than You Think

Call Centers for Customer Service Survey from ICMI’s Top 50 highlights what real customers have to say about the service contact centers provide. The results may also lead to a refocus  of priorities and drive improve in performance and raise the strategic value of your contact center customer experience within the organization. The results of the poll show [...]

May 24th, 2012|Customer Experience|