Lithium

NOVEMBER 6, 2020

From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

NobelBiz

SEPTEMBER 15, 2021

Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. The survey was conducted between May and June 2020. Email, chat, social media, self-service: everything is going up. The result?

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Lithium

NOVEMBER 6, 2020

From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Uniphore

DECEMBER 17, 2021

A Forrester poll of members of 17 of the largest health plans in the country found an industry average score of 70.2 on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? AI Adoption in Healthcare.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Oracle

NOVEMBER 23, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last.

Innovation 75

Innovation Customer Service Banking Self Service 75

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. Voice Biometrics reduces time and friction.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Think Customers

JANUARY 25, 2021

Additionally, the AI captures interactions and makes results ready for trainees and supervisors after each simulated interaction, providing a real-time feedback loop to prompt immediate behavioral changes. FOUR: Cultivate empathetic customer-facing chatbots. THREE: Empower associates with AI-driven advice.

Trends 59

Trends Contact Center Chatbots Average Handle Time 59

Talkdesk

DECEMBER 30, 2019

Agent-facing AI assistants are impacting service strategies by improving traditional KPIs like Average Handle Time (AHT) , First Call Resolution (FCR) and Customer Satisfaction (CSAT). To help you start 2020 on the right foot, customer service strategies must follow these trends through a new cloud platform.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? 1: Customer Loyalty Is Getting Hard to Earn and Even Harder to Maintain . 2: Time Is Money for You—and Your Customers.

Trends 52

Trends Customer Service Data First Call Resolution 52

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . Increasingly we see companies turning to artificial intelligence tools in order to, enable and drive an effective and friendly customer service operation.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Oracle

OCTOBER 6, 2019

Net Promoter Score as the customer experience metric. KPIs are one thing and we do look at quality scores, we look at average handle time, and all of the traditional ones. But truly the way that we understand our customer experience is that we use Net Promoter Score as our customer experience metric.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

CSM Magazine

OCTOBER 6, 2021

After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. Overall, leaders were able to increase awareness and clarity regarding safety procedures and reduce Average Handle Time (AHT). ANALYTICS COMPETITION WINNERS.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Inbenta

DECEMBER 14, 2021

Top benefits for your business: Complement other tools like online chat to avoid customer service teams being overwhelmed. Speed up average handling times (AHT) and increase first-contact resolution. Prevent fraud, resulting in significant savings ( detected motor insurance fraud was valued at £602 million in 2020 ).

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

NobelBiz

NOVEMBER 15, 2022

million in 2020 and is projected to reach $9,949.61 By integrating artificial intelligence capabilities, contact centers can supercharge agent performance, automate repetitive tasks, and provide personalized experiences that exceed customer expectations. It is a way for them to offer a personalized customer experience.

Call Center 52

Call Center Contact Center How To Contact Center Software 52

Natalie Petouhof

SEPTEMBER 1, 2015

Tweet By 2020 it is estimated that there will be over 50 billion connected devices. If customers expect to be able to interact, engage, purchase and get service through any channel, companies need to step up to this challenge. So if consumers are more connected, what does this mean for companies?

Analytics 40

Analytics Omni-Channel Average Handle Time First Call Resolution 40

ProProfs Chat

MARCH 25, 2020

Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. It was estimated that by 2020, 85% of customer service interactions will be automated. in annual costs by 2022”. Tweet this.

Customer Service 83

Customer Service Chatbots Knowledge Base System 83

ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. In the U.S.

Self Service 112

Self Service Customer Service e-support Average Handle Time 112

Qualtrics

APRIL 17, 2021

The right tools and coaching techniques can help optimize processes, improve agent effectiveness and preserve customer value. 2020 was a stark reminder that you can’t predict what’s around the corner – so you need to be prepared for anything. Positive experiences with agents are a potent driver of customer loyalty.

Contact Center 26

Contact Center Average Handle Time How To Metrics 26