BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

NICE inContact

SEPTEMBER 11, 2018

Unify to Deliver Immersive Customer Experiences. Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Decreased average handle time by 10 percent.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Gamification 122

CSM Magazine

DECEMBER 21, 2021

Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre.

Technology 59

Technology Self Service Average Handle Time Analytics 59

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. Voice Biometrics reduces time and friction.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail. Share this page on: Tweet.

Report 68

Report Self Service Average Handle Time Contact Center 68

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Bold360

JANUARY 10, 2019

I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers. Here’s why: Chatbots will handle the grunt work.

Chatbots 49

Chatbots Customer Service Self Service Average Handle Time 49

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. This metric should not be used as the only measurement for customer service knowledge effectiveness.

Metrics 40

Metrics Measurement Self Service Customer Service 40

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. Contact center associates are the people that make customer service human.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Eptica

AUGUST 1, 2018

At the same time, working in customer service is a stressful and high-pressure job. No wonder that an average of 21% of agents leave their jobs every year, with more than 1 in 5 companies experiencing annual attrition rates of over 30%, according to Contact Babel. How to reduce Average Handling Time and improve quality.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” The authors argued bad customer service had the most impact on loyalty—by destroying it.

Loyalty 121

Loyalty Self Service Average Handle Time Training 121

Team HGS

JUNE 14, 2017

Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. Over the next few months, we’ll dedicate a blog to each of these CX game changers. According to Matt Dixon, author of The Effortless Customer Experience, “Channel choice was an idea companies invented.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Bold360

OCTOBER 2, 2020

Intelligent routing improves customer experience and customer satisfaction while boosting sales, agent productivity, contact center efficiency, and employee experience (EX). Decreased Average Handle Time (AHT). Agents won’t have to transfer customers around like a hot potato. Improved Operational Efficiency.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

West Monroe

OCTOBER 20, 2017

It happened slowly, and I see it happening again but this time the change will be more pronounced. Providing self-service for simple tasks has a profound impact on a contact center. When agents are only handling issues more complex than a 6, a robust knowledge base becomes a requirement. Automation is coming.

Self Service 51

Self Service Contact Center Average Handle Time Knowledge Base 51

Natalie Petouhof

SEPTEMBER 12, 2018

The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help and are often upset. How does AI help customer service agents?

Self Service 49

Self Service Contact Center Average Handle Time Omni-Channel 49

Bold360

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. The Challenge: Service Bottlenecks.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What is the purpose of customer experience management? Customer experience. Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. What is an employee self-service portal?

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

CSM Magazine

JUNE 20, 2019

Coveo securely indexes enterprise content within and outside ServiceNow, with connectors to more than 50 cloud and on-premise content sources, and predicts what content is relevant to each customer situation and for each customer service agent. 75% Improvement in Average Handling Time. 35% Fewer Escalations.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

Vonage

JANUARY 20, 2016

The term is used to describe solutions that, for example, allow a sales rep to simply click on a contact to place a call, or help someone who’s calling your business “press 2” to reach customer service. For service teams, it’s all about resolving issues more quickly and improving customer satisfaction.

CRM 120

CRM Sales Gamification Call Center 120

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Industry 116

Industry Customer Experience Analytics Training 116

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Buy: Generate quotes, sell services and products.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

VDS

MARCH 22, 2019

Further, outdated technology makes it harder for companies to route customers correctly, keep average handle time low, and provide a sufficient number of self-service options. In contrast, a modern solution is more intuitive, making it faster to learn, and reducing the amount of time spent on training.

Omni-Channel 40

Omni-Channel Self Service Abandon Rate Average Handle Time 40

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. They simplify agents’ and customers’ lives by streamlining the contact process.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Oracle

NOVEMBER 23, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last. All of which impacted customer service.

Innovation 75

Innovation Customer Service Banking Self Service 75

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Not only are cold transfers frustrating for customers who have to repeat themselves, but they also are the cause of large expenditures within call centers.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Even in a world of self-service, great customer service matters, perhaps more now than ever. Definitive Guide for Agent Assist. What is the Business Case for Agent Assist?

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

delighted

SEPTEMBER 20, 2019

In the past, customer experience was whether or not the support rep on the phone or the attendant managing department store returns — or any other gatekeeper of company protocol — could help you amend a product related issue. Does customer experience increase revenue? What is customer service? It is, however, a key area.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. You’re listening to the Customer Service Secrets Podcast by Kustomer. Innovation awaits.

Contact Center 98

Contact Center Self Service Consumers Examples 98

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. Here are the nuts and bolts.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Pointillist

JANUARY 25, 2019

Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. Customer Experience Call Center Metrics and KPIs Today, executives are well aware that a single customer service misstep can cause customers to defect.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75