Playvox

APRIL 21, 2023

While customers do expect to be able to move across channels to complete their service journey, you need to make sure you’re ready to staff and monitor each channel properly to ensure costs don’t creep up. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Inbenta

SEPTEMBER 12, 2022

NLP and Neuro-Symbolic AI combined can power human-like automated interactions with your customers. Do you want to know more on how to build a successful chatbot ? Download our Ebook for free! AI based search engines are a great asset to anticipate and satisfy your customer needs. Are you interested?

Self Service 52

Self Service How To Chatbots eBook 52

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Not only that, but customers care more about employee experience than ever. eBook: Your Guide to Retaining Top Talent.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How do you know? ​​How What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

SEPTEMBER 2, 2022

While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely.

Contact Center 70

Contact Center Management Policies Gamification 70

NobelBiz

FEBRUARY 22, 2023

As the contact center industry shifts towards becoming more dynamic after the pandemic, customer expectations are different. 2022 is a perfect opportunity to look at some warning signs that you’re not getting the best results from your call center technologies. And here are the telltales. Can remote work be managed?

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52