eGain Blogs

APRIL 10, 2023

Media and legal services giant deflected 70% of requests for email and chat customer service with knowledge-powered self-service Hypergrowth digital-only retailer deflected up to 90% of their incoming requests for human-assisted digital service with knowledge-guided digital self-service, including virtual assistance, across multiple brands 2.

Self Service 52

Self Service Management Contact Center Average Handle Time 52

Interactions

DECEMBER 16, 2021

When a consumer contacts customer service of a company they do business with, they have one simple objective: they want to get an answer to a question in a fast, timely and efficient manner. Whether it’s an insurance company, a retailer, or a hospital, this trend remains constant across the board. .

Government 62

Government Average Handle Time Hospitality Insurance 62

Playvox

JANUARY 24, 2022

You’ll be able to create happy, loyal customers who want to spend more money with you, while at the same time enjoying positive brand equity and a lower customer acquisition cost. Contact centers play a pivotal role in this equation because interactions are frequently the human face of the brand to the customer.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Magellan Solutions

JULY 5, 2021

Significant decrease in the client’s Average Handling Time (AHT) by 34% in 30 days. They outsourced a contact center to increase customer satisfaction and to gain deeper insights into brand perception. Case 7: Leading Insurance Company. Reduction by 15% in Average Handling Time (AHT).

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52

CSM Magazine

JUNE 10, 2022

Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. The enhancements that Conversation Analytics will bring to their already successful QA teams are unquestionably game changing for the industry.

Analytics 52

Analytics Average Handle Time Marketing Insurance 52

Call Experts

JULY 27, 2023

In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy. In today’s competitive market, ensuring every customer interaction is handled with care and professionalism is crucial for success. In addition, they help build trust and address customer concerns.

Call Center 52

Call Center Customer Service e-support Contact Center 52

TechSee

JUNE 11, 2019

Data was collated from clients in sectors including telecom, consumer electronics, utilities, insurance, and medical technology. NPS is the customer service KPI that measures customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. KPI #4: Average Handling Time (AHT).

Self Service 117

Self Service Technology Customer Service Contact Center 117

ViiBE Blog

AUGUST 17, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. CEM helps organizations with creating and maintaining long-lasting client relationships not just with the company’s products and services, but to the brand as a whole. CEM can sustainably turn your customers into brand ambassadors. ViiBE Blog.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. Younes Ahmamad is the operations and Information system manager at NDconsulting – Morocco.

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. 97% say customer service affects their choice of and loyalty to a brand. These stats show the increasing expectation of real-time, personalized customer service. Let’s look at the stat about brand loyalty. According to Microsoft’s 2016 U.S.

Customer Satisfaction 40

Customer Satisfaction Metrics Call Center Abandon Rate 40

Clarabridge

SEPTEMBER 21, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort – focussing entirely on the more ‘visible’ touchpoints such as online, retail etc. When it’s Done Well….

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

ViiBE Blog

AUGUST 19, 2020

Average handle time, customer satisfaction, first contact resolution, and repeat calls are just a few of the metrics that companies can measure when managing and reviewing their call centers. Creating value is a form of brand marketing that is important to customers when they consider purchasing products or services.

Call Center 52

Call Center Average Handle Time Case Study Guidelines 52

Smith+co CX

SEPTEMBER 14, 2017

Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

eBook 39

eBook Touchpoint Average Handle Time Insurance 39

Smith+co CX

SEPTEMBER 14, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort - focussing entirely on the more ‘visible’ touchpoints such as online, retail etc.

eBook 28

eBook Touchpoint Average Handle Time Insurance 28

CSM Magazine

JUNE 12, 2017

Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Customer Experience 45

Customer Experience Call Center Average Handle Time Telecommunications 45

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Measurement 238

Measurement Average Handle Time Wait Times How To 238

Service Untitled

SEPTEMBER 3, 2010

With one of our co-brands, that would be specific to a home improvement service or benefit like Home Depot. When they are traveling, we remind them about club access in the airport or baggage insurance that the cardmember may have forgotten about as benefit readily available through their card.

Customer Care 41

Customer Care Average Handle Time Call Center Travel 41

RapportBoost

DECEMBER 10, 2018

Joining us today would be Tony Medrano; CEO of RapportBoost AI , the leading conversational sales analysis platform for brands that use chips, SMS and messenger tools to engage customers. Brands must know which asset and knowledge they have in order to successfully actually transfer it to a chat bot.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40