Uniphore

DECEMBER 17, 2021

Scoring an “Ok” Satisfaction Rating Isn’t Enough. 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. ” 4.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

ViiBE Blog

AUGUST 17, 2021

August 17, 2021. Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021. What is the purpose of customer experience management?

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Stella Connect

DECEMBER 2, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Time Is Money for You—and Your Customers. . #2: 2: Time Is Money for You—and Your Customers. Our study found that both US and UK consumers rank response time as the factor that matters the most to them when interacting with customer service.

Trends 52

Trends Customer Service Data First Call Resolution 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

FEBRUARY 15, 2023

Omnichannel Call Center Technology It’s important that your agents can quickly and simply receive and process incoming requests so that service and performance levels don’t drop. Implementing Cloud Contact Center solution with omnichannel capabilities is crucial in situations where multiple communication channels coexist.

Call Center 52

Call Center Communication How To Omni-Channel 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. Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. ANALYTICS COMPETITION WINNERS. GreenPath Financial Wellness – Winner.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. It’s a waste of effort if your analytics don’t deliver useful information!

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52