Remove Average Handle Time Remove Customer Care Remove Leadership Remove NPS
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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Are Your Customers Happy?

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Artificial Intelligence and the Customer Journey

Horizon CX

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. Yes, they recommend that you Tweet your issue on their Customer Care Twitter page. I tried that to no avail.

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Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Video chat empowers your contact centre teams to build a trusted advisor relationship with your customer – something ChatBots simply cannot offer.

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Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)…. With that information, you can begin to strategically decide how to use AI to transform your customer service operations and KPIs, positively impact customer and agent experiences and directly affect your bottom-line.