TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

UJET

JUNE 25, 2021

According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. Public switched telephone network (PSTN)caller wait time dropped to less than one minute , and PSTN call abandonment fell a solid 8%.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Gamification.

Technology 122

Technology Customer Service Contact Center Gamification 122