BlueOcean
MARCH 20, 2017
They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The virtual classroom of 2017 is a thing of beauty. For non-tenured agents, the only negative we initially see is longer Average Handle Times.
Team HGS
JUNE 14, 2017
2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. Here we dissect CX Trend No.
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NICE inContact
MARCH 13, 2019
According to a 2017 ICMI research study , 47% of surveyed organizations listed “consolidating reports” as one of the top challenges with performance management processes. Let me tell you – for the weeks it took to get the projections again, leadership was not happy, and we were hindered in our ability to make smart decisions.
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. More, customers want seamless, effortless experiences.
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? ” Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)…. 1) First step?
Eptica
JUNE 13, 2018
Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement.
TechSee
JUNE 25, 2019
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. Biometrics.
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