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. To read the first post, on reducing Average Handling Time and improving quality, click here. How to reduce Average Handling Time and improve quality.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Cyara

JULY 9, 2019

Taken together these benefits help organisations future proof their technology infrastructure and increase their competitive advantage. Transitioning contact center technology to the cloud helps companies: Rapidly deliver critical capabilities. Increase flexibility and scale of operations as needed.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. Chatbots, for example, which provide an automated text experience, are becoming widely deployed.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

Interactions

FEBRUARY 13, 2019

In fact, Gartner predicts that by 2020, 25% of customer service and support operations will use Intelligent Virtual Assistant and chatbot technology across most engagement channels. Over time, agents get bored, disengaged, burnt-out and overwhelmed. Thinking about hiring your first digital employee? You’re not alone.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

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Contact Center

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then RapportBoost.AI Our brand is too valuable to trust its conversations to a chatbot or to chat agents trained with outdated email or phone sales scripts.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

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. Of course they bring the technology and people. Q3: What are bots?

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40