Self-Service Most Cost-Effective Way to Improve CX Related Articles The Latest Trends in CX Self-Service 6 Effective Questioning Techniques for Customer Service General Customer Service Findings: 2020 Survey Results 2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service? 121 Filed under - Contact Centre Research, benchmarking, Centrical, CX, NICE, Odigo, Sabio, Scorebuddy, Self Service, survey In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘When Improving Customer Experience, Where Do You Think Organizations Can Get Maximum Value for Money?’ More than a third (39%) of survey respondents stated that investing in self-service was where they believed their organization could see maximum value for money. Personalization (19.2%) and productivity tools (13.4%) were also perceived to be a strong investment. By contrast, diagnostic tools and website capabilities were thought to be worse value for money. This suggests a strong trend in contact centres investing (or soon to be investing) in self-service to help improve the customer experience. Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more! Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights Author: Megan Jones Reviewed by: Jo Robinson Published On: 16th Nov 2023 Read more about - Contact Centre Research, benchmarking, Centrical, CX, NICE, Odigo, Sabio, Scorebuddy, Self Service, survey Recommended Articles The Latest Trends in CX Self-Service 6 Effective Questioning Techniques for Customer Service General Customer Service Findings: 2020 Survey Results 2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service? Related Reports eBook: 9 Practical Ways to Use Generative AI for Contact Centers Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: Five Trendsetters in CX Innovation White Paper: How to Drive Business Improvements with Customer Insights Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter