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A Blueprint for World Class Online Self-Service in the Utility Sector

A Blueprint for World Class Online Self-Service in the Utility Sector

Posted on April 26, 2013 in Blog, Online Customer Service, Online Self Service

Avista Utilities recently deployed IntelliResponse Virtual Agent technology  for online customer self-service and their deployment is absolutely stellar. Avista leveraged many of the online self-service best practices that make for a great Virtual Agent deployment. From a consumer’s perspective, Avista …

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Online Self-Service Excellence at Front Range Community College [Infographic]

Online Self-Service Excellence at Front Range Community College [Infographic]

Posted on February 19, 2013 in Blog, Customer Service Software, Online Customer Service, Virtual Agent Software, Web Self Service

As we all know, there’s a number of ways to accomplish anything in life. Just like there’s many ways to train your dog or many ways to get to work, there are many ways to rollout online self-services. But dig …

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Getting The Right Mobile Customer Experience

Getting The Right Mobile Customer Experience

Posted on February 11, 2013 in Blog, Mobile Customer Service, Online Customer Service, Online Self Service, Web Self Service

Over the past few years, we’ve witnessed the rapid adoption of the mobile platform as the personal information device of choice. According to Pew Research Center, as of February 2013, 31% of American adults had a tablet and 45% had …

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Measuring Online Self-Service Performance With This Simple Quiz

Measuring Online Self-Service Performance With This Simple Quiz

Posted on January 9, 2013 in Blog, Customer Service Software, Online Customer Service, Online Self Service, Web Self Service

The new year is finally here! For many, this means refreshed budgets, new opportunities, and new projects. For customer service, contact center, and customer experience professionals, this is your time to get the right systems, processes, and best practices in place …

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Choosing the Right Virtual Agent Provider

Choosing the Right Virtual Agent Provider

Posted on October 18, 2012 in Blog, Customer Service Software, Online Customer Service, Virtual Agent Software, Virtual Assistant Software, Web Self Service

Today’s Virtual Agent technologies are truly revolutionary, with features that are striking and impressive. If you’re currently exploring Virtual Agent solutions, it’s useful to have a clear understanding of how available features and functionality will contribute value to your organization …

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Are Your Contact Center Agents Spending Too Much Time Answering Repetitive Questions?

Are Your Contact Center Agents Spending Too Much Time Answering Repetitive Questions?

Posted on September 19, 2012 in Blog, Online Customer Service, Virtual Agent Software, Web Self Service

Contact center agents around the world get asked thousands of repetitive questions every day. These repetitive questions no doubt vary by industry and company, and I suspect your contact center agents have become quite proficient in answering these questions. However, …

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