eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. Here are some eye-popping ROI examples from these clients: Telco. 23% improvement in FCR (First-Contact Resolution).

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. Here are some eye-popping ROI examples from these clients: Telco. 23% improvement in FCR (First-Contact Resolution).

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

Lithium

OCTOBER 18, 2021

Today’s CX and contact center leaders are offered a bounty of vendor options to fill both technical and business needs inside the contact center and across the customer journey as a whole. Received your ROI results and want to learn more? The other half of the battle? Brands like DoorDash , Aetna, e.l.f.

Average Handle Time 52

Average Handle Time Contact Center ROI Consulting 52

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

TechSee

DECEMBER 16, 2020

The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. Visual Remote Assistant provides technicians and agents with interactive visual guidance to resolve issues quickly and effectively.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. Meanwhile, a broad economic recovery remains uncertain.

Abandon Rate 87

Abandon Rate Metrics Technology Contact Center 87

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR).

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Seaton CX

NOVEMBER 1, 2022

Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. Other times, they don’t understand how CX would help solve their particular problem, like reducing operating costs or improving Average Handle Time (AHT) in the contact center.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. The drivers for changing roles in contact centers. Triage sessions between agents, technicians, and customers became the norm. Focus on agent engagement.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

Think Customers

AUGUST 18, 2021

Cloud contact centers provide many benefits, such as increased flexibility, cost savings, and the ability to support customers from virtually anywhere. Intelligent routing of calls can also improve customer experiences, average handle time, and call center agent performance.

Retail 52

Retail Strategy Self Service Average Handle Time 52

Ecrion

JULY 17, 2019

Tracking how your customers want to be contacted by you and then optimizing those channels is an important part of the enhancing customer ROI. Contact Center KPIs The issue of service metrics for customer call centers is an entire topic unto itself. How many tickets are we actually resolving over time?

Metrics 55

Metrics Self Service Customer Service Call Center 55

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Natalie Petouhof

SEPTEMBER 12, 2018

Increase First Contact Resolution (FCR). Reduce Average Handle Time (AHT). And AI development is not the core business focus of a contact center. Wasted time and money and longer time-to-value. Increase agent productivity, morale, retention (reduce attrition costs). The result?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Lithium

JULY 5, 2022

Reducing time spent on reporting and publishing. Agent Handle Time. Average Chat Handle Time / Average Handle Time defines how long it takes for an agent to work on a particular conversation. Cost Per Contact. A lower cost per contact equals cost savings and ROI.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Clarabridge

SEPTEMBER 21, 2017

In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Verint

SEPTEMBER 29, 2017

“In the past, we might have been leading with tactical things like, ‘Here’s how your implementation will go, here’s how you contact support, here’s what you do to be part of the Verint family,’ but now all those things fit under an umbrella that we can articulate very clearly,” says Hollenbeck. They Preach the ROI of CX.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Natalie Petouhof

APRIL 7, 2016

Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

Natalie Petouhof

AUGUST 13, 2015

One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. That customer might be loyal for a while, at least until there’s a better deal from another company. It’s part of why there is so much customer churn. They know what they would like to do.

Customer Service 40

Customer Service Social Media Airlines Hotels 40