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.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Call it any name NPS score, CX score or calculate it any which way, they all point to happy, satisfied customers.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

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). Saving over $300,00 per year.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Which behaviors impact key metrics? Journeys Enable You to Improve Metrics and Outcomes.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Qualtrics

NOVEMBER 21, 2019

AI will drive up virtual agent adoption – and free up humans. Contrary to popular belief, virtual agents aren’t about to replace humans in front-end operations. But we do expect AI to help drive adoption of virtual assistants and for it to become the primary channel of self service.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38

Kustomer

JUNE 27, 2022

Key Features: Digital and Voice Channels, Voice, Messaging, Virtual Agent, Contact Center Software Integrations, Remote Work Price : $65/month. Key Features: Real-Time QA, Coaching, Medallia Text Analytics, CSAT, NPS, and CES, Service Recovery Price : Free Trial.

Software 98

Software Tools Customer Service Self Service 98