Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. They also are convinced AI will improve customer service efficiency and can match the service level of human agents.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

AWS Machine Learning

MARCH 6, 2024

Similarly, pLMs are pre-trained on large protein sequence databases using unlabeled, self-supervised learning. Long training times, plus large instances, equals high cost, which can put this work out of reach for many researchers. However, this would reduce the total training data and potentially hurt our accuracy.

Training 90

Training Examples Data How To 90

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

NICE inContact

FEBRUARY 28, 2018

Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action. Reduced up to 20% agents through enhanced self service options as evidenced in a customer situation.

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

ShepHyken

NOVEMBER 23, 2018

The speed of service delivery has a massive effect on how customers view your support. Over and over again, speed and responsiveness show up in studies as main determinants of service satisfaction. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Self Service 67

Self Service Effort Score Guidelines Tips 67

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Knowing this information helps you be prepared and tailor the product/service accordingly. Implement AI-powered chatbots that help customers find self-service resources, and phone numbers and answer simple queries.

Insurance 110

Insurance Industry Customer Experience Self Service 110

Totango

AUGUST 25, 2022

For software service providers, customer engagement SaaS strategies play a central role in a successful business model. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. Balancing Customer Acquisition Costs and Lifetime Value.

Customer Engagement 96

Customer Engagement Engagement Tips Strategy 96

ShepHyken

NOVEMBER 30, 2018

They clearly view the CX function as an opportunity rather than an unavoidable cost. Reducing agent frustration is indeed the most surefire way to boost agent satisfaction, and measuring agent effort is a crucial first step in that process. As an example, evaluate abandonment within your web self-service channels.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

Trends 52

Trends Self Service Customer Service Chatbots 52

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Use Next-Gen AI Reduce Handle Time and Service Cost. Unify to Deliver Immersive Customer Experiences.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

B2B 86

B2B Knowledge Base Resources Report 86

BirdEye

JUNE 15, 2023

It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. In this blog, we’ll define why refer-a-friend programs are essential, what to consider before starting your referral program, and the best refer-a-friend promotion ideas. And clearly define your metrics for success.

Sales 98

Sales Social Media Gamification Brands 98

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues. Our customers know the TeamSupport tool.

B2B 64

B2B e-support Knowledge Base Resources 64

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. Contact centers are now considered more than just service centers. Today, customers have—and demand—choices when it comes to engaging with service and care centers.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Totango

SEPTEMBER 20, 2022

Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Incorporate Customer Feedback to Improve Your Products and Services.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 87

Healthcare Government Innovation Training 87

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. A: Every business is unique and, thus, likely have their own reasons to implement chatbots into the customer service experience.

Chatbots 62

Chatbots Self Service Return on Investment Social Media 62

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Step 1: Focus AI on Metrics that Matter. Reduce Average Handle Time (AHT). 1) First step? 1) First step?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Beyond Philosophy

DECEMBER 6, 2019

Do you over-emphasize cost-cutting measures and under-emphasize the effect it will have on Customer Experience? Cost-cutting is a reality of running a business. I don’t have a problem with people cutting costs; people are in business to make money, after all. They called them self-loading freight.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Avaya

APRIL 15, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Reduces time agents spend on calls (24%). Reduces the number of calls (16%).

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

2020 Research

NOVEMBER 9, 2022

Expect reduced spending from consumers across the globe this holiday season. In this Article: Consumer Trends for 2022 Holiday Shopping: Spending Less, Spreading Costs. Self-Serve Research. Consumer Trends for 2022 Holiday Shopping: Spending Less, Spreading Costs. Self-Serve Research. Key Takeaways: .

Trends 52

Trends Brands Marketing Consulting 52

AWS Machine Learning

SEPTEMBER 9, 2022

The platform has shown a 3% boost to customer engagement metrics tracked (liking a show, following a creator, enabling upcoming show notifications) since its launch in May 2022. Back-end services that gather the behavioral data, such as likes and follows, as well as broadcast show-related information such as status updates when shows go live.

Customer Engagement 71

Customer Engagement Data Engagement Metrics 71

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Net Promoter Score (NPS): Are your customers willing to recommend your services to others?

Call Center 45

Call Center Metrics Self Service First Call Resolution 45

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. This is a skill that every influential, self-aware leader knows how to do. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. Board meetings.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. It starts with customers whose payments are overdue by 33 days.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

MARCH 20, 2019

In this post, I’ll walk through a detailed example to illustrate the steps needed to calculate your customer experience returns, costs and ROI, and how to use this ROI to build a successful CX program. The key, however, is to choose the business metrics that are best suited to your particular industry and business.

ROI 59

ROI Customer Experience Self Service How To 59

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Inbound call centers are used to provide individualized support to customers for their inquiries about specific products or services. Do they support a customer-centric customer journey or are they more concerned with the bottom line, treating employees poorly and looking for any opportunity to cut operating costs?

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In the contact center industry, this will be critical to how we evolve – and not just through the quality of the service experience via phone channel.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

SuiteCX

AUGUST 18, 2017

Each individual team may have different metrics but if it doesn’t all add up to the right outcomes it won’t work. For example, a health care company who wants to provide a “connection with me” service will have a completely different customer experience from one who wants to provide “world class innovation”.

Culture 113

Culture Customer Engagement Engagement Innovation 113

SuiteCX

AUGUST 18, 2017

Each individual team may have different metrics but if it doesn’t all add up to the right outcomes it won’t work. For example, a health care company who wants to provide a “connection with me” service will have a completely different customer experience from one who wants to provide “world class innovation”.

Culture 100

Culture Customer Engagement Engagement Innovation 100

Kustomer

DECEMBER 29, 2020

It was a year of success for Kustomer, with immense product developments, award wins and acquisitions, but customer service was also more important than ever before. Consumers are also more open to self-service options, with 53% of consumers preferring to self-serve versus speaking with a company representative.

Self Service 105

Self Service CRM Consumers Chatbots 105

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. One way to overcome this challenge is through self-supervised learning (SSL). In this post, we demonstrate how to train self-supervised vision transformers on overhead imagery using Amazon SageMaker. during training.

Training 70

Training Multi-Channel Travel Innovation 70

Comm100

DECEMBER 1, 2017

Reducing customer friction is the number one focus for organizations next year, with 39% of respondents aiming to prioritize this in 2018. By voting on reducing customer friction as the top goal for their contact centers, companies are showing that they agree. A “Frictionless Experience” Is Top Priority.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104