UJET

DECEMBER 10, 2020

In fact, 71% of consumers surveyed in 2019 said that they would be “less likely to use a brand if they knew that brand didn’t have human agents available.” The same 2019 survey concluded that consumers “prefer a hybrid AI/human approach to customer service.” Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Eptica

OCTOBER 16, 2018

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. The importance of trust to customer experience in 2019. Share this page on: Tweet.

Report 68

Report Self Service Average Handle Time Contact Center 68

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. How many people are getting through the self-service funnel?

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Bold360

JANUARY 10, 2019

So here we are, 2019. I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers. Agents will be better prepared.

Chatbots 49

Chatbots Customer Service Self Service Average Handle Time 49

CSM Magazine

JUNE 20, 2019

This enables customers to find answers themselves and support agents to assist customers with ease and greater relevance, driving up customer satisfaction and reducing service and support costs.The organization was recently named a leader in The Forrester Wave™: Cognitive Search, Q2 2019. 75% Improvement in Average Handling Time.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

TechSee

JUNE 25, 2019

Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. When gamification is introduced into a call center environment, agents compete to complete objectives and outpace other agents in specific KPIs such as hours worked, lessons learned or average speed to answer.

Technology 122

Technology Customer Service Contact Center Gamification 122

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. No worries! Here’s the archived version.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

TechSee

DECEMBER 28, 2020

Advanced remote support – powered by computer vision and augmented reality – can deliver automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job simpler.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186