TechSee
MARCH 19, 2019
Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.
NICE inContact
SEPTEMBER 11, 2018
Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context. This was critical to delivering immersive customer experiences, which increase loyalty and improve metrics such as Net Promoter Score® (NPS®) and customer satisfaction (CSAT). Decreased average handle time by 10 percent.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Talkdesk
OCTOBER 8, 2020
Artificial intelligence (AI) and machine learning infused in your client facing tools such as chatbots and virtual agents can deliver human-like experiences to quickly solve simple client issues without the need for live-agent intervention. AI must also ensure the information is consistent and complements a live agent.
TechSee
MARCH 7, 2022
Traditional performance metrics are not relevant for self-service. Monitoring and analyzing usage of alternative service channels with virtual assistance is more complex. Measuring Self-Service KPIs. Self-service KPIs have to be measured across multiple channels to calculate costs, effectiveness, and customer service success.
CSM Magazine
FEBRUARY 25, 2021
Organisations have had to pivot, adopting their strategies in order to reach their Customer Lifetime Value (CLV) metrics which rely on empathy and support. As a result, the relationship between gig customer experience (GigCX) and CLV has become intertwined, as companies strive to achieve that ‘human’ touch in a virtual world.
Avaya
APRIL 10, 2019
Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 25% reduction in agent turnover. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.
Call Experts
MAY 8, 2019
Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Do not make the mistake of thinking that AI can replace all human intelligence. More Blogs Menu.
Expert insights. Personalized for you.
146 
Let's personalize your content