Remove Average Handle Time Remove Brands Remove Consumers Remove First Call Resolution
article thumbnail

Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The same is true for first call resolution and average handle times.

article thumbnail

Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. That’s a serious improvement. Want to learn more?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Today’s consumers and their shifting expectations have turned that perspective on its head. Changing this approach and perspective is the first step in becoming a brand that your customers love.

Metrics 219
article thumbnail

A First-Time Outsourcing Decision Pays Long-Term Dividends?

GlowTouch

First, the obvious: an online interaction is not the same as a face-to-face transaction. But when your value proposition is built on being a lifestyle brand rather than an eCommerce company, this distinction can get blurred. That’s where we came in as the first-ever outsourced customer support provider in the brand’s history.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

Voice Channel: What Are The Most Important KPIs And How To Improve Them?

NobelBiz

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. AHT is an abbreviation for “Average Handling Time.” Remember that dealing with consumer doubts is typical at first.

article thumbnail

Voice Channel: What Are The Most Important KPIs And How To Improve Them?

NobelBiz

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. AHT is an abbreviation for “Average Handling Time.” Remember that dealing with consumer doubts is typical at first.