RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m. RapportBoost.AI

Groups 63

Groups Contact Center Multi-Channel Average Handle Time 63

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” Andrew A: Average Handle Time is a great leading indicator for your business. Q3: What are bots? There are all kinds of social bots and chat bots.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This is what we have discovered.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This is what we have discovered.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

NICE inContact

JANUARY 31, 2019

In fact, 50% of consumers today prefer starting on the web and the mobile app drives the highest Net Promoter Score among all channels ( 2018 CX Transformation Benchmark ). And, of course, as promised, there are many other terms… from Average Handle Time, and other common operational metrics, to Wrap-up codes or Workforce Optimization.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

NICE inContact

JANUARY 11, 2019

In December 2018, Lauren Maschio, Product Marketing Manager, Quality Management at NICE, tackled the question of what impact omnichannel and AI are having on quality management. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. Increased session length could.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

LiveChat

FEBRUARY 6, 2018

You may worry that resolving a case will take you a long time. As you can read in our new Customer Service Report 2018 , companies with the happiest customers actually have the longest average handle times. BotEngine is a personal chatbot factory that allows you to create your own bot.

Knowledge Base 51

Knowledge Base Guidelines Average Handle Time Chatbots 51