Comm100

NOVEMBER 13, 2022

This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. If it had been left as it was, acceptance rates and wait times would have been seriously damaged, and complaints rife.

Tools 189

Tools Customer Service Tips Omni-Channel 189

Comm100

MARCH 27, 2023

During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.

Chatbots 164

Chatbots Multi-Channel Knowledge Base Wait Times 164

Stella Connect

JANUARY 25, 2018

You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. This transition is continuing apace, with social media channels becoming an increasingly important part of the mix. How are you measuring success?

Self Service 40

Self Service Trends Customer Service Contact Center 40

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Real -time dashboards identify trends and “hot alerts” for high-impact issues. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116