What’s next:
Customer experience

×

3 ways to beat expectations with customer service

Customer expectations are evolving and companies need to keep up. But how can organizations master the customer experience in a world of constantly shifting expectations? Eduardo Olvera outlines three ways to embrace customer needs to increase the business bottom line.

By
Companies should embrace cross-channel data sharing to improve the customer experience.

Customer expectations continue to evolve as consumers become more comfortable with various self-service technologies. Consumers are learning to adapt their interaction patterns to the channels more convenient for them and starting to assume that companies have access to at least the same level of information about their preferences, their accounts and past interactions.

As we can see from McKinsey & Company’s recent report on “Winning the expectations game in customer care,” this desire for personalized experiences, immediate resolution and convenience at all times has turned into a heavy burden for customer service. Many companies cannot currently deliver seamless customer interactions or consistent experiences across different touchpoints, so organizations are struggling to meet customer expectations and increase revenue.

Upon closer examination of the report’s findings, some natural questions might come to mind:

  • Is it possible to exceed customer expectations with exceptional service?
  • What can be done to push the long-term benefits of exceptional service to the corporate bottom-line?
  • What are the first steps to adopting exceptional service?
  • How can companies discern between fads and truly lasting trends in customer service?

No matter where your organization is in terms of experience customization, usage of virtual assistants as gatekeepers for critical channels, agent skills building or technology investments, having the right mindset is key to finding quick wins and aligning your business towards this quickly evolving landscape. Here are three ways to start redirecting your customer service strategy and start paving the way for new opportunities:

  1. Go beyond cross-channel data exchanges: While technologies like CTI allow you to pass data back and forth between channels, think about how to share the context of the last interaction. For example, if I’m in the middle of a transaction and get transferred, call centers should include data on where I failed, how many times I tried and what steps to resolution have been skipped. That way, agents can continue the conversation seamlessly, without having to ask users to explain – once again – what is it they need.
  2. Be proactive, proactive and proactive: Virtual assistants and chatbots provide a fantastic way for customer to engage in a self-service conversation. However, most systems rely on customers to start the conversation and provide relevant information. Consider leveraging outreach strategies from other channels, such as email, outbound calls and even mobile notifications. As soon as you identify a relevant pattern for your users, have your assistant proactively reach out to the customers in their preferred channel. By being proactive, you may be able to solve a need they didn’t even know they had!
  3. Customize multi-channel actions: While customers’ needs and goals might be similar across various channels (web, phone, email, mobile, etc.), the resolution of that goal might need to be different based on the channel. For example, if I interact with a virtual assistant over the web, it might be appropriate for the system to help me navigate through visual content to reach my goal. But the same request over the phone might be better served via a visual IVR interaction. And querying a request via mobile app would be better handled as a conversation with a live agent.

Where ever you are in your journey to delivering exceptional customer service, implementing a cross-channel data exchange, being proactive and providing customized actions can only increase customer satisfaction and your company’s bottom line.

Read full article

More from the editor

Mythbusters: Debunking 5 common IVR myths
Listen carefully as your opinion may change
Part 3: The digitization of customer service
Evaluating your organization’s ability to adapt and innovate in a digital world
Looking to increase your holiday sales? Turn to virtual assistants for help
Embrace personalized self-service to deliver a shopping experience customers prefer
Mythbusters: Solving 5 mysteries around virtual assistants
What’s science fiction and what’s reality
Best practices for driving adherence using proactive engagement for members with chronic illnesses
Automated channels can be used to gather data and scale program reach
Don’t call us, we’ll text you!
Why proactive engagement improves first call resolution
Webinar: 5 trends fueling the adoption of voice biometrics in the contact center & beyond
Companies are seeing increased customer loyalty and fraud reduction
Part 2: The digitization of customer service
How the proliferation of touchpoints is impacting the contact center
The web is confusing. But it doesn’t have to be.
A Q&A on the importance of corporate websites
Part 1: The digitization of customer service
How digital channels are transforming customer interactions
CFPB report reveals areas to address in student loan servicing
Problems in borrower communication require attention – proactive engagement can help
Getting started with voice biometrics
Three strategies to ensure a successful deployment
Mythbusters: 5 pieces of fiction about proactive engagement
Mass blasting, robocalls, compliance, and more
Is your website failing?
A new global study reveals why consumers convert or churn online
Creating true omni-channel experiences means merging customer experience and user experience
So what’s the difference?
How virtual assistants complement the IVR and enable first call resolution success
Connected channels are greater than the sum of their parts
5 tips to increase member enrollment in health programs using proactive engagement
Population health management starts with using proactive engagement to reach your members
Omni-channel customer engagement creates context across interactions
Cost-effectively improving service, driving sales and building brand loyalty
3 lessons on intelligent authentication with voice biometrics
Tips to successful implementations from the Intelligent Authentication Conference 2016
Population health programs need to evolve: Best practices to scaling with automation
Taking care to the next level with automated outreach
Consumers demand more intelligent self-service options: 5 solutions to keep in mind
Do you know what consumers really want out of your customer service?
Taking the next step to address first call resolution
Sometimes it’s all about the agents
New guidelines say SMS is a risky way to verify identity. What’s a company to do?
What NIST’s suggestions on authentication mean for security-minded organizations
The necessity of reliable government customer service
Providing exceptional service the public can count on
J.D. Power says borrower satisfaction should matter more to mortgage servicers
The quality of your customer service experience could make all the difference
Step one to addressing first call resolution
The importance of capturing caller intent
Infographic: The 411 on voice biometrics
The new wave of authentication
Earning loyalty in the banking industry
Why reducing customer effort trumps everything else
Why channels matter when building a virtual assistant
More customer channels mean a new way to communicate
Reminders matter: Better customer engagement and business results using proactive notifications
What was that again? Changing expectations for customer service
5 steps to a design-led IVR
Pulling back the curtain on successful IVRs
Mandates for proactive engagement are perfect catalyst for card issuers
How are you thinking about Visa and Mastercard’s requirements for transaction alerts?
Unlocking the code to first call resolution
Solving customer issues the first time around
The four stages of the insurance customer journey: Don’t get left behind
Minimize customer leakage with self-service capabilities
The building blocks to create a virtual assistant
What’s in a name? A lot.
Celebrating change: Is it time to revolutionize your call center?
Break free from outdated IVR solutions
The problem with ‘Silicon Valley’s’ Pied Piper is poor customer understanding
Design and customer research are inherent to building a successful product
Why every business should embrace text messages with customers
The elephant in the room
IVR is the bread and butter of customer service
Three tips to increasing the performance of your IVR
Disruption is coming to customer service, care of the on-demand economy
Creating intelligent customer conversations
Bank robbers don’t all look like Bonnie and Clyde
Voice biometrics helps protect companies from fraudulent wire transfers
Cross-channel, multi-channel, omni-channel: What’s the difference?
Demystify the jargon to craft a clear customer experience
Mythbusters: 5 misplaced beliefs about voice biometrics
Concerned about the security of voice biometrics? Let’s fix that
Nina for Messaging advances the future of customer service
Intelligent self-service extends to the messaging channels customer prefer
We’ll let you in on a secret: The keys to becoming a customer service leader
Insights on how leaders approach customer communications
The divide between the IVR and the call center
The gap exists, so what can you do to bridge it?
Digital amnesia is changing consumer behavior
Reliance on smart devices creates new customer service challenges
The six call center metrics that really matter
Smash your goals by focusing on these six metrics
Be a Warrior: Make every call to your IVR a three-pointer
The key to revolutionizing strategy for basketball and the IVR: decrease complexity
Three steps to getting health plans out of the customer experience ratings basement
Health plans consistently receive low rankings, so here’s how they can improve
Mastering the magic of IVR metrics
Learn to optimize three classic IVR KPIs
Emotion matters in customer service more than you’d think
Is your customer experience a “room without a roof”?
Three simple tips to reduce customer effort
Adopting a conversational, personal, and intuitive approach brings business benefits
The secrets of a successful IVR deployment
How one leading electronics retailer met customer needs head-on
If only my insurance company treated me like my bank does – wait, what?
The claims customer experience is a strategic imperative
Protect your call center against social engineering fraudsters
How to adopt a secure solution that lowers call times and improves customer satisfaction
Winning the fight against the high cost of mortgage servicing
Embrace digital communication channels to reach borrowers
What does success mean to you? Might be time to ask your customers
Three tips to engineering customer success
Digital amnesia and the era of proactive notifications
New research reveals defective memories are impacting business results
Success, effort, emotion. Oh my!
Great customer experiences drive positive business results
Customer expectations are shifting; here’s how your business can adapt
Key takeaways from Nuance’s Customer Experience Summit in London
The sunny side of customer service
Proactive engagement can be a warm welcome for customers and companies
Great customer service experiences don’t rely on luck
Three self-service strategies that pay off in customer loyalty
Master the Madness: Advance your IVR to the Final Four
Four ways to beat the competition and increase customer satisfaction
Nuance wins in 7 categories at the 2016 Stevie Awards for Sales & Customer Service
Nuance revolutionizes customer experiences with intelligent self-service
How to make your IVR a movie star: Embrace the customer experience genre and pick a persona
Kate & Leopold. Sleepless in Seattle. When Harry Met Sally. Which one is your IVR?
Self-service blows out the birthday candles
Piggly Wiggly started the self-service customer experience 100 years ago
Part 2: Applying 5 health consumer engagement trends in the Year of the Monkey
How the healthcare industry will embrace innovation and speed this
Part 1: Applying 5 health consumer engagement trends in the Year of the Monkey
How the healthcare industry will embrace innovation and speed this year
Two weeks and counting: Join us at London CES to talk customer service
Learn five important imperatives to self-service success and hear from industry experts
Turning lemons into lemonade: Proactively communicate with customers to build loyalty
No customer relationship is perfect, but how you communicate issues matters
Automated self-service gets easier for consumers demanding a better experience
Context, speed and ease are key factors for success.
Utilities are lighting up intuitive customer engagements
Three imperatives for providing anticipatory customer service
Hate waiting? Customer experience is making a house call
Good service empowers customers to manage their time.
The future today: Empowered customers, anticipatory experiences and effortless self-service
Real-world examples of Forrester’s 2016 customer service trends to watch
Where has all the customer service gone?
Companies need to embrace technology to improve the customer experience
Scale up, tune up and drive down misroutes
Part 3: Small, continual adjustments can improve your IVR
CES speeds automotive technology into the future, but don’t leave car insurance behind
Three tips for enticing new customers with low cost self-service solutions
Put your customers in the driver seat to reduce misroutes
Part 2: Use speech technology and small data to improve your IVR
Banking on Millennials means understanding how Millennials want to bank
Three imperatives to building a financial relationship with the younger
Are misroutes sending your customers in the wrong direction?
Part 1: Master misroutes with five proven steps to create an IVR that delights customers
May the Force be with you (in every customer service engagement)
Five favorite Star Wars quotes provide insight into creating a good customer experience
2016 contact center predictions: The year the ordinary becomes extraordinary
Three ways customer service will bring magic, mystery, and wonder in the New Year
2015 in review: The year AI entered the conversation for customer service
How intelligent self-service continued to transform customer service in 2015
Does your wish list include a virtual assistant? Check your motivation to ensure success
Enterprises need to focus on customer benefit instead of the novelty factor
Ready for a non-stop flight from agonizing to frictionless?
Discover how leading airlines provide effortless self-service experiences
Simplify. Simplify. Simplify.
Removing complexity from your customer self-service experience is the key to better results
‘Vanilla’ IVRs don’t make the grade anymore – customers want ‘gourmet’ interactions
Bring conversation to the IVR to achieve easier customer experiences and decreased costs
The truth – and consequences – of maximizing member experience and re-enrollment
Customer service is a key indicator health plan members use when deciding whether to re-enr
‘Tis the shopping season: Are you creating a gift that lasts?
Four tips on how to build long-term customer loyalty
Health plans have a new best friend, and her name is Nina
Top ten payer uses virtual assistant to enhance customer service, lower costs
Make your customer experience a slam-dunk
Improve your customer service game with an intelligent (virtual) assist
Making the calls consumers want
Illegal and despised – Four steps to ensure no one thinks you’re making robocalls 
Achieving always
Three tips for building trust with customers who want to serve themselves
How to put the pieces together to provide a connected customer experience
Let customers decide where and when they need you
What you can learn from the slow and confusing adoption of EMV credit cards
Both consumers and companies lose when proactive communication is put off until tomorrow
How to get customers on track with text-to-speech technologies
Confessions of a voice automation skeptic
How voice biometrics reduces vulnerabilities and stands up to hackers
Increasing prevalence of technology sharpens the focus on mitigating attacks
Self-service expectations: From ATMs to Apps
Millennials are shaping the face of customer service for all generations
Conversational IVR can improve the customer experience and enhance business results.
Mythbusters: Debunking 5 common IVR myths
Listen carefully as your opinion may change
Virtual assistants can improve business functions and the customer experience.
Mythbusters: Solving 5 mysteries around virtual assistants
What’s science fiction and what’s reality
Voice biometrics has gone mainstream due to recent increase in fraud and security needs, more mobile consumers, increased attention on other biometric authentication such as iris and fingerprint, and the growing expectations of consumers for an omni-channel experience.
Webinar: 5 trends fueling the adoption of voice biometrics in the contact center & beyond
Companies are seeing increased customer loyalty and fraud reduction
Businesses are adopting digital channels for customer service.
Part 1: The digitization of customer service
How digital channels are transforming customer interactions
Sometimes it’s hard to sort the fact from fiction – but in the case of proactive engagement, we’ve got you covered.
Mythbusters: 5 pieces of fiction about proactive engagement
Mass blasting, robocalls, compliance, and more
Virtual assistants optimize the web experience, and enable customers to solve their problems themselves.
How virtual assistants complement the IVR and enable first call resolution success
Connected channels are greater than the sum of their parts
Nuance shares lessons on how to see success with voice biometrics implementations at this year’s Intelligent Authentication Conference, hosted by Opus Research.
3 lessons on intelligent authentication with voice biometrics
Tips to successful implementations from the Intelligent Authentication Conference 2016
Turn the call center into a more effective and satisfying experience for customers by empowering agents and ensuring they have all the relevant information they need.
Taking the next step to address first call resolution
Sometimes it’s all about the agents
J.D. Power released its 2016 Mortgage Servicer Satisfaction Study, which details why mortgage servicers should care more about their borrowers’ satisfaction.
J.D. Power says borrower satisfaction should matter more to mortgage servicers
The quality of your customer service experience could make all the difference
Retaining customers in the financial services industry is a challenge. Banks need to make interactions as effortless as possible.
Earning loyalty in the banking industry
Why reducing customer effort trumps everything else
Businesses should focus on creating a design-led IVR solution to enhance the customer experience.
5 steps to a design-led IVR
Pulling back the curtain on successful IVRs
Home and auto insurance companies can avoid customer leakage by building a customer experience around automated and natural self-service options.
The four stages of the insurance customer journey: Don’t get left behind
Minimize customer leakage with self-service capabilities
HBO’s Silicon Valley isn’t the only place where companies need to focus on solving real customer pain points.
The problem with ‘Silicon Valley’s’ Pied Piper is poor customer understanding
Design and customer research are inherent to building a successful product
Offering 24/7 automated self-service, virtual assistants could change the way businesses approach customer service.
Disruption is coming to customer service, care of the on-demand economy
Creating intelligent customer conversations
Biometrics adoption is increasing, so learn the facts about voice biometrics technology – don’t get swayed by the myths.
Mythbusters: 5 misplaced beliefs about voice biometrics
Concerned about the security of voice biometrics? Let’s fix that
ivr-call-center-gap
The divide between the IVR and the call center
The gap exists, so what can you do to bridge it?
The Warriors three-point shots revolutionized basketball strategy in the same way as conversational IVR revolutionized the call center experience.
Be a Warrior: Make every call to your IVR a three-pointer
The key to revolutionizing strategy for basketball and the IVR: decrease complexity
Positive emotions yield powerful business outcomes, but so do negative ones. Here are three tips to improve the emotional impact of your customer interactions.
Emotion matters in customer service more than you’d think
Is your customer experience a “room without a roof”?
In order to stay competitive, insurance companies need to adopt stronger customer communication practices, including omni-channel service and cloud technology.
If only my insurance company treated me like my bank does – wait, what?
The claims customer experience is a strategic imperative
customer-success-is-more-than-task-completion
What does success mean to you? Might be time to ask your customers
Three tips to engineering customer success
Customer expectations for self-service are being shaped by advances and adoption of innovative technologies such as Natural Language Understanding and conversational dialogue, voice biometrics, digital intelligent assistants, predictive analytics and cognitive computing.
Customer expectations are shifting; here’s how your business can adapt
Key takeaways from Nuance’s Customer Experience Summit in London
Basketball teams aren’t the only ones caught in a winner takes all tournament – your company’s IVR is in the same situation.
Master the Madness: Advance your IVR to the Final Four
Four ways to beat the competition and increase customer satisfaction
One hundred years ago, Piggly Wiggly opened its first grocery store for business and revolutionized how businesses interact with customers by providing a self-service approach.
Self-service blows out the birthday candles
Piggly Wiggly started the self-service customer experience 100 years ago
Join us for the 2016 Nuance Customer Experience Summit in London on March 10.
Two weeks and counting: Join us at London CES to talk customer service
Learn five important imperatives to self-service success and hear from industry experts
Providing personalized and anticipatory experiences – especially during power outages – means increased customer satisfaction.
Utilities are lighting up intuitive customer engagements
Three imperatives for providing anticipatory customer service
Customers hate having their time wasted, and many companies still have service practices which don’t optimize their time or show customers they are valued.
Where has all the customer service gone?
Companies need to embrace technology to improve the customer experience
Put customers in the driver’s seat using speech technology to reduce misroutes and improve the call center experience.
Put your customers in the driver seat to reduce misroutes
Part 2: Use speech technology and small data to improve your IVR
If you listen carefully, Star Wars shares tips to embrace the future of customer service.
May the Force be with you (in every customer service engagement)
Five favorite Star Wars quotes provide insight into creating a good customer experience
Virtual assistants bring quick and consistent service, so it’s no wonder they are on so many enterprise wish lists this year.
Does your wish list include a virtual assistant? Check your motivation to ensure success
Enterprises need to focus on customer benefit instead of the novelty factor
The modern consumer requires easy-to-use, intelligent customer service; a generic, vanilla approach no longer cuts it.
‘Vanilla’ IVRs don’t make the grade anymore – customers want ‘gourmet’ interactions
Bring conversation to the IVR to achieve easier customer experiences and decreased costs
The health insurance industry is at a critical transition point, and needs a little help from a friend to increase member retention and re-enrollment.
Health plans have a new best friend, and her name is Nina
Top ten payer uses virtual assistant to enhance customer service, lower costs
Achieving always is a magical experience – it means you have earned customer loyalty and trust.
Achieving always
Three tips for building trust with customers who want to serve themselves
Deutsche Bahn, Germany’s railway system and a world-leading logistic enterprise, embraced text-to-speech for its passenger communications onboard its trains. Deutsche Bahn wanted to notify riders of train-change possibilities, connecting trains, and schedules in real-time.
How to get customers on track with text-to-speech technologies
Confessions of a voice automation skeptic
As customers increasingly expect to be able to interact with businesses on a variety of channels, companies must evaluate whether they’re ready for the shift to digital.
Part 3: The digitization of customer service
Evaluating your organization’s ability to adapt and innovate in a digital world
Health providers should use cross-channel communication such as text, email, and voice to drive increased member adherence.
Best practices for driving adherence using proactive engagement for members with chronic illnesses
Automated channels can be used to gather data and scale program reach
Businesses must consider how digitization will impact the call center.
Part 2: The digitization of customer service
How the proliferation of touchpoints is impacting the contact center
New student loan servicing rules could be released by the CFPB. Companies should adopt proactive engagement technology to get ahead of the changes.
CFPB report reveals areas to address in student loan servicing
Problems in borrower communication require attention – proactive engagement can help
Websites are getting increasingly complex. Businesses must offer simplicity and efficiency to win over customers.
Is your website failing?
A new global study reveals why consumers convert or churn online
Health plans should use proactive engagement to reach members and increase enrollment.
5 tips to increase member enrollment in health programs using proactive engagement
Population health management starts with using proactive engagement to reach your members
The healthcare industry can benefit by leveraging automated, proactive engagement to reach patients across several stages of care.
Population health programs need to evolve: Best practices to scaling with automation
Taking care to the next level with automated outreach
Recent NIST guidelines recommend depreciation of SMS-based authentication for enterprises.
New guidelines say SMS is a risky way to verify identity. What’s a company to do?
What NIST’s suggestions on authentication mean for security-minded organizations
With natural language understanding, companies can better capture caller intent and solve customer issues faster.
Step one to addressing first call resolution
The importance of capturing caller intent
In today’s multichannel era, businesses should leverage virtual assistants to communicate with their customers.
Why channels matter when building a virtual assistant
More customer channels mean a new way to communicate
Meet the Visa and Mastercard mandate for card transaction alerts and build a foundation for growing and maintaining market share
Mandates for proactive engagement are perfect catalyst for card issuers
How are you thinking about Visa and Mastercard’s requirements for transaction alerts?
Businesses must carefully piece together all the elements of their virtual assistant to ensure a superior customer experience.
The building blocks to create a virtual assistant
What’s in a name? A lot.
Customers may not have the memory of elephants, but businesses can give them a helping hand by providing proactive notifications.
Why every business should embrace text messages with customers
The elephant in the room
Voice biometrics helps protect companies from fraudulent wire transfers.
Bank robbers don’t all look like Bonnie and Clyde
Voice biometrics helps protect companies from fraudulent wire transfers
As customers are increasingly using new methods of communication such as texting and messaging apps, businesses must adapt their customer service accordingly.
Nina for Messaging advances the future of customer service
Intelligent self-service extends to the messaging channels customer prefer
Consumers have become completely reliant on digital devices, which is breeding a phenomenon called ‘digital amnesia’.
Digital amnesia is changing consumer behavior
Reliance on smart devices creates new customer service challenges
In a recent ranking of customer experience by industry, healthcare came in dead last.
Three steps to getting health plans out of the customer experience ratings basement
Health plans consistently receive low rankings, so here’s how they can improve
In an ideal world, companies would provide products, services, and support so effortlessly that customers never need to contact them at all.
Three simple tips to reduce customer effort
Adopting a conversational, personal, and intuitive approach brings business benefits
With social engineering on the rise, companies can help prevent fraud by using voice biometrics.
Protect your call center against social engineering fraudsters
How to adopt a secure solution that lowers call times and improves customer satisfaction
Digital amnesia means consumers are more forgetful.
Digital amnesia and the era of proactive notifications
New research reveals defective memories are impacting business results
As the sun starts breaking through the winter weather, we’re reminded that proactive engagement can bring a warmth to customer communication.
The sunny side of customer service
Proactive engagement can be a warm welcome for customers and companies
As companies are moving from delivering “ordinary” customer service to offering “extraordinary” experiences, Nuance customers stand out for their innovative approaches to self-service.
Nuance wins in 7 categories at the 2016 Stevie Awards for Sales & Customer Service
Nuance revolutionizes customer experiences with intelligent self-service
The healthcare industry is poised to embrace innovation and speed in the Year of the Monkey.
Part 2: Applying 5 health consumer engagement trends in the Year of the Monkey
How the healthcare industry will embrace innovation and speed this
when-experiences-are-out-of-your-control-make-lemonade-with-proactive-communication
Turning lemons into lemonade: Proactively communicate with customers to build loyalty
No customer relationship is perfect, but how you communicate issues matters
If you want to delight your customers with customer service, start with communicating early and often about how you’ll use their time.
Hate waiting? Customer experience is making a house call
Good service empowers customers to manage their time.
Companies need to tune up their IVR just like they would their car to ensure technology and choices are up-to-date and routing callers in the right direction.
Scale up, tune up and drive down misroutes
Part 3: Small, continual adjustments can improve your IVR
Banks should be embracing Millennials’, a largely untapped customer base, preferences for easy, fun, and free.
Banking on Millennials means understanding how Millennials want to bank
Three imperatives to building a financial relationship with the younger
2016 is the year ordinary becomes extraordinary for customer service and the call center.
2016 contact center predictions: The year the ordinary becomes extraordinary
Three ways customer service will bring magic, mystery, and wonder in the New Year
Airlines coping with millions of holiday travelers provide best practices for designing effortless automated service customers love.
Ready for a non-stop flight from agonizing to frictionless?
Discover how leading airlines provide effortless self-service experiences
Good customer service attracts new members and drives re-enrollment of health plan customers.
The truth – and consequences – of maximizing member experience and re-enrollment
Customer service is a key indicator health plan members use when deciding whether to re-enr
In the game of customer experience, virtual assistants can provide help navigating complicated company websites.
Make your customer experience a slam-dunk
Improve your customer service game with an intelligent (virtual) assist
Many companies provide multiple channels for customer communication, but when the channels can’t communicate with each other, you end up missing important pieces.
How to put the pieces together to provide a connected customer experience
Let customers decide where and when they need you
With the increasing prevalence and use of voice biometrics, public discourse around the technology is now increasingly focused on uncovering possible vulnerabilities.
How voice biometrics reduces vulnerabilities and stands up to hackers
Increasing prevalence of technology sharpens the focus on mitigating attacks
Deploying a virtual assistant can increase sales – especially during the holiday season.
Looking to increase your holiday sales? Turn to virtual assistants for help
Embrace personalized self-service to deliver a shopping experience customers prefer
Proactively reaching customers on digital channels reduces burden on the call center and increases customer satisfaction.
Don’t call us, we’ll text you!
Why proactive engagement improves first call resolution
Virtual assistants improve the web customer experience.
The web is confusing. But it doesn’t have to be.
A Q&A on the importance of corporate websites
Businesses that implement voice biometric solutions offer greater convenience and security to end users.
Getting started with voice biometrics
Three strategies to ensure a successful deployment
Customer experience and user experience are often used interchangeably, but they have very different meanings and implications for your business.
Creating true omni-channel experiences means merging customer experience and user experience
So what’s the difference?
With the recent acquisition of TouchCommerce, Nuance now offers an omni-channel customer engagement solution that intelligently integrates industry-leading self-service capabilities with assisted-service to drive sales and brand loyalty in a cost-effective manner.
Omni-channel customer engagement creates context across interactions
Cost-effectively improving service, driving sales and building brand loyalty
A recent survey from Wakefield Research found 81% of consumers want more intelligent technology options in customer service situations.
Consumers demand more intelligent self-service options: 5 solutions to keep in mind
Do you know what consumers really want out of your customer service?
Learn how to improve the customer experience in government services.
The necessity of reliable government customer service
Providing exceptional service the public can count on
Voice biometrics are on the rise, so learn about this technology and why it matters for both businesses and consumers.
Infographic: The 411 on voice biometrics
The new wave of authentication
Companies need to meet customers where they are: which is on mobile devices and reading notifications.
Reminders matter: Better customer engagement and business results using proactive notifications
What was that again? Changing expectations for customer service
By solving customer issues on the first attempt, businesses can improve the call center experience and reduce costs.
Unlocking the code to first call resolution
Solving customer issues the first time around
We celebrate all kinds of decisions countries make on behalf of their citizens – to stay or go, or start a revolution – but companies should be evaluating and constantly making decisions that better their customer service as well.
Celebrating change: Is it time to revolutionize your call center?
Break free from outdated IVR solutions
IVR is the bread and butter of customer service, so make sure you’re doing more with it than using it as a staple service.
IVR is the bread and butter of customer service
Three tips to increasing the performance of your IVR
Though multi-channel, cross-channel and omni-channel are often used interchangeably, learn the differences in order to craft a clearer customer experience.
Cross-channel, multi-channel, omni-channel: What’s the difference?
Demystify the jargon to craft a clear customer experience
By learning from customer service leaders, companies can facilitate more effective customer communications.
We’ll let you in on a secret: The keys to becoming a customer service leader
Insights on how leaders approach customer communications
Companies should pay attention to call center metrics year-round, not just when they are up for a rating.
The six call center metrics that really matter
Smash your goals by focusing on these six metrics
You don’t have to be a magician to increase customer satisfaction while decreasing costs, trying to meet and measure three key IVR KPIs.
Mastering the magic of IVR metrics
Learn to optimize three classic IVR KPIs
With high call volume and increasing customer expectations, companies must ensure their technology solutions meet customer needs.
The secrets of a successful IVR deployment
How one leading electronics retailer met customer needs head-on
Recently Fannie Mae and Freddie Mac published new guidelines encouraging their servicers to use lower cost-digital channels for borrower outreach.
Winning the fight against the high cost of mortgage servicing
Embrace digital communication channels to reach borrowers
Great customer experiences drive positive business results.
Success, effort, emotion. Oh my!
Great customer experiences drive positive business results
St. Patricks’ Day always brings talk of luck and chance. But are too many companies relying on luck when it comes to satisfying customers with service experiences?
Great customer service experiences don’t rely on luck
Three self-service strategies that pay off in customer loyalty
Turn your IVR into a movie star with a full-bodied experience, beyond just voice talent.
How to make your IVR a movie star: Embrace the customer experience genre and pick a persona
Kate & Leopold. Sleepless in Seattle. When Harry Met Sally. Which one is your IVR?
healthcare-industry-embraces-innovation-speed-in-year-of-the-monkey
Part 1: Applying 5 health consumer engagement trends in the Year of the Monkey
How the healthcare industry will embrace innovation and speed this year
Forrester predicts that in 2016, customer service organizations will focus on making self-service easier.
Automated self-service gets easier for consumers demanding a better experience
Context, speed and ease are key factors for success.
looking-to-the-future-of-customer-service
The future today: Empowered customers, anticipatory experiences and effortless self-service
Real-world examples of Forrester’s 2016 customer service trends to watch
auto-tech-evolves-but-don’t-forget-car-insurance
CES speeds automotive technology into the future, but don’t leave car insurance behind
Three tips for enticing new customers with low cost self-service solutions
Interactive Voice Response systems should avoid misroutes by giving clear directions so callers don’t get lost in a phone menu or taken to the wrong location.
Are misroutes sending your customers in the wrong direction?
Part 1: Master misroutes with five proven steps to create an IVR that delights customers
Intelligent self-service continued to transform customer service in 2015 and we’ve seen glimpses of what artificial intelligence will look like in the future.
2015 in review: The year AI entered the conversation for customer service
How intelligent self-service continued to transform customer service in 2015
The future of self-service understands the issues customers may have and reaches out to help.
Simplify. Simplify. Simplify.
Removing complexity from your customer self-service experience is the key to better results
This holiday season, retailers need to focus on building long-term customer commitment instead of encouraging one-time purchases.
‘Tis the shopping season: Are you creating a gift that lasts?
Four tips on how to build long-term customer loyalty
No one likes robocalls, but there are certain calls consumers want from the companies they do business with.
Making the calls consumers want
Illegal and despised – Four steps to ensure no one thinks you’re making robocalls 
Many Americans have yet to get their EMV cards, and others didn’t realize they already had them because they were never told.
What you can learn from the slow and confusing adoption of EMV credit cards
Both consumers and companies lose when proactive communication is put off until tomorrow
We’ve come a long way since ATMs were introduced as one of the first self-service technologies, and once again the latest generation (this time it’s the Millennials) are bringing their desire for self-service to new levels.
Self-service expectations: From ATMs to Apps
Millennials are shaping the face of customer service for all generations
Show more articles