Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. By calling their Customer Careline. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. Are your customers happy?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 22, 2023

Because client profiles may shift rapidly, it’s critical to have software that will enable you to use data in real-time. Analytics makes the difference – To explain the ROI, analytics must be simple to comprehend, readily available, and deliver meaningful, actionable data.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

Because client profiles may shift rapidly, it’s critical to have software that will enable you to use data in real-time. Analytics makes the difference – To explain the ROI, analytics must be simple to comprehend, readily available, and deliver meaningful, actionable data.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). The in-depth context that customer journey analytics provides is a big help in routing inquiries to the right agent.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). The in-depth context that customer journey analytics provides is a big help in routing inquiries to the right agent.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40