TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Bringing visual automation to contact centers. The Value of Automation. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Consumers faced long wait times to reach an agent.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Think Customers

OCTOBER 4, 2021

Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. What’s a chatbot? What is messaging?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Seaton CX

MAY 24, 2023

AI analyzes every call to the contact center. According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. But the programmers—just like contact center agents—don’t think in averages.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

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Contact Center