Team HGS

AUGUST 22, 2017

After a review of the vast benefits of a bots-brains approach—including improved average handle time (AHT) and response time, lessening of Tier I labor, and improved CSAT, Lauren took on pressing questions from our attendees. Yes, we are finally nearing the tipping point. Lauren: Great question!

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

NobelBiz

FEBRUARY 22, 2023

In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! To tip the scales in your favor, you must begin by enabling your agents to perform better. They assist your customer care employees at every client engagement. There are technologies available that provide AI-based functionality.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! To tip the scales in your favor, you must begin by enabling your agents to perform better. They assist your customer care employees at every client engagement. There are technologies available that provide AI-based functionality.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Qualtrics

NOVEMBER 20, 2020

An omnichannel approach to customer service makes it easy to add or remove channels based on customer preferences and needs. What tools do my service reps need to be able to deliver good customer care on those channels? Average handle time — the amount of time it takes to resolve an issue from start to finish.

Customer Service 26

Customer Service Social Media Self Service Chatbots 26