TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Why agents often neglect ACW. Tips and Tricks to Boost ACW Efficiencies.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Self Service 117

Self Service Technology Customer Service Contact Center 117

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Unless the hold music is particularly good, callers don’t typically enjoy having to wait—it wastes time and money.

Self Service 77

Self Service Virtual Agent Connections Contact Center 77

TechSee

DECEMBER 2, 2020

The hype around remote visual support, accelerated by the extreme restrictions and limitations brought about by the COVID-19 crisis, is an excellent example of how misconceptions can take root and obfuscate the business benefits of innovative and practical technologies. Myth #5: Remote visual assistance is used mostly by contact centers.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

TechSee

JUNE 25, 2019

Companies can use biometrics to verify warranties, ensuring that customers receive service for their devices without requiring them to save receipts or warranty documentation. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Contact Center Gamification 122

ViiBE Blog

MAY 20, 2021

Remote visual support is an innovative technology revolutionising customer service and customer support practices we have come to know so far. Storing and organising key real-time data being one of the key features, AR also plays an important role in service operations. What is remote visual support? Solution delivery method.

First Call Resolution 52

First Call Resolution Transportation Average Handle Time Contact Center 52

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. This visual data can be either processed manually at the back office, or even better, be automatically processed with computer vision AI.

Wait Times 114

Wait Times Self Service Meeting Call Center 114

Natalie Petouhof

FEBRUARY 17, 2016

Unfortunately, executives who believe customer service is a cost center fail to understand the increase in expenses that arises from poorly implemented and costly customer service solutions. Deficiencies in achieving First Contact Resolution (FCR) . Increases in Average Handle Time (AHT) for phone, email, chat and social media  .

ROI 40

ROI Report Self Service Customer Service 40

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. However, managing a contact center doesn’t come without its challenges and risks.

Contact Center 52

Contact Center Call Center First Call Resolution How To 52

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

Oracle

NOVEMBER 23, 2020

The Thinker Award for Best Innovation in Service and Field Service honors those who dream about bigger and better commerce, service, and field service experiences—then roll up their sleeves and make them happen. The bank was experiencing challenges with the document management system it was using for policies and procedures.

Innovation 75

Innovation Customer Service Banking Self Service 75

TechSee

FEBRUARY 7, 2023

Primarily due to OpenAI’s heralded debut and innovative approach to packaging, they are making their latest technology easily accessible to the masses. For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI. Innovation isn’t a zero-sum game, with the impact measured in many ways.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124