Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. As organizations make.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This compares to 19% of baby boomers and 43% of Gen X customers who report they would do the same. Powerful, right?

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

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

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

ShepHyken

NOVEMBER 30, 2018

The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. As an example, evaluate abandonment within your web self-service channels. Alternatively, dissect average handle time for your agents’ phone conversations.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96