BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Consumers faced long wait times to reach an agent.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Voice is changing – average handle time is going up and calls are becoming more complex. It’s been decades since the idea began being floated in the contact center space. Interesting, isn’t it? A new report from J.D.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

TechSee

JUNE 25, 2019

In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management. Agent decision support.

Technology 122

Technology Customer Service Contact Center Gamification 122

Think Customers

AUGUST 18, 2021

At the 2020 National Retail Federation , on the eve of the pandemic, our writers noted that the future of retail was about removing barriers. Optimize the cloud for omnichannel support. Shopping channels are no longer static—customers can switch from voice, to chat, and messaging in just one interaction.

Retail 52

Retail Strategy Self Service Average Handle Time 52

GlowTouch

JULY 10, 2020

Reduced resolution time means reduced costs. While the industry-standard average handle time (AHT) for phone interactions is 6 minutes and 3 seconds , most live chat issues get resolved in 42 seconds or less — a huge difference! How to Select the Right Customer Support Channels for Your Company. Reduced Costs.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. ANALYTICS COMPETITION WINNERS.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52