Kayako

MAY 13, 2022

They don’t spend as much time on routine tasks, which reduces call center costs. White papers. The advantage of requiring registration is you can track customer behavior and track search and usage analytics of individual users. 66% of service professionals say self-service portals reduce case volume. Blog posts.

Self Service 275

Self Service Knowledge Base e-support Policies 275

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Calabrio

JULY 29, 2016

Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Here are three ways your call center can improve quality assurance through analytics. Are the right applications being used during a call?

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

We all want to feel valued when we come to work, and this is especially true for call center agents. Self-described “people persons” who speak in a clear voice or have experience in customer service roles are ideal, but what you really want are those who see your call center as a career opportunity, not just a job.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

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. Automated after-call work. Post-interaction analytics.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Help Scout

AUGUST 11, 2021

Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Industry News.

Customer Service 80

Customer Service eBook Leadership Resources 80

NICE inContact

NOVEMBER 9, 2018

Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. Working in a contact center is tough. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. Empower your Agents.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122