TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. Reconsider time-based KPIs.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

NobelBiz

FEBRUARY 21, 2023

Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates. It is challenging to offer a good customer experience when customers hate long wait times. What is a call center callback option ?

Contact Center 52

Contact Center Abandon Rate Self Service Management 52

TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Similarly, augmented reality tools allow contact center staff to guide end-users to full issue resolution visually.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

TechSee

JULY 17, 2018

Enabling image input into IVR shortens the entire process significantly: shorter average handling times (AHT), shorter call times, and best of all, an opportunity to wow customers. The post When IVR meets Visual Assistance – Retaining the Lost Waiting Time appeared first on Techsee.

Wait Times 114

Wait Times Self Service Meeting Call Center 114

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

TechSee

JUNE 25, 2019

Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Contact Center Gamification 122

Magellan Solutions

SEPTEMBER 10, 2019

Outsourcing a call center is a promising idea, especially if you want to lower costs. But there’s more to outsourcing than meets the eye. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.

Call Center 49

Call Center Call Center Solutions Contact Center Training 49