Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Team HGS

FEBRUARY 13, 2018

What Does Good Customer Service Look Like? At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Cyara

JULY 9, 2019

A flexible, cloud-based solution allows customer service leaders to trial and implement new, more efficient contact flows for seamless cross-channel interactions. The cost and complexity of trying new contact flows with legacy on-premises systems would cause many firms to simply forgo the effort.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

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Interactions

FEBRUARY 13, 2019

Rose is a customer service representative (CSR). She is always friendly, answers calls or chats immediately, and knows each of her customers personally. It can parse through customer data and transaction history, easily adopt to customer preferences and offer a highly personalized and contextual experience.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

RapportBoost

OCTOBER 3, 2018

“If a good chat platform is the nuts and bolts of live chat communication, then RapportBoost.AI Our brand is too valuable to trust its conversations to a chatbot or to chat agents trained with outdated email or phone sales scripts. is the heart and soul. RapportBoost.AI

Contact Center 40

Contact Center Average Handle Time Analysis Chatbots 40