Magellan Solutions

APRIL 3, 2024

You have to invest time and resources into training those BPO chat agents on everything—your products, services, company culture, you name it. Provide them with comprehensive knowledge bases, product documentation, and best practices so they can effectively address customer inquiries and represent your brand like true ambassadors.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Playvox

OCTOBER 19, 2021

Related Article: 6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool. Implement self-service to reduce demand for agent assistance. Implementing effective customer self-service tools is a great way to make some of that volume take care of itself, limiting the need for your agents’ involvement.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

TechSee

FEBRUARY 3, 2020

When it takes longer to find the right resolutions, a higher Average Handling Time (AHT) will follow. Figuring out how to get a “brain dump” from these employees and document it, before they walk out the door with this critical knowledge, is vital.

Knowledge Base 109

Knowledge Base Contact Center Customer Service Self Service 109

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

DECEMBER 2, 2020

Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. reduce costly truck rolls and product returns.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

TechSee

OCTOBER 10, 2019

For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time. Collaboration is the key to contact center success.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Ecrion

JULY 17, 2019

If your business manages a robust contact center, there are multiple key performance indicators (KPIs) of customer service to consider. Ticket Resolution A “support ticket” is simply a term to describe a documented interaction between a customer and a service representative. How many tickets are we actually resolving over time?

Metrics 55

Metrics Self Service Customer Service Call Center 55

Talkdesk

SEPTEMBER 8, 2020

Plans have 15 calendar days to make three documented, “interactive” attempts to contact the enrollee. Consider implementing a user-friendly knowledge base and other self-service tools, such as AI-powered chatbots. CMS requires plan providers to make separate outbound verification calls to ensure consumers understand the plan.

Abandon Rate 67

Abandon Rate Customer Experience Healthcare Contact Center 67

Natalie Petouhof

FEBRUARY 17, 2016

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Inefficiencies in self-service, call deflection, agent-assisted related support costs and knowledge base capabilities  . Requirements to add staff to handle more customer calls or call spikes.

ROI 40

ROI Report Self Service Customer Service 40

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. For processing claims, a chatbot can collect the relevant data, from asking for necessary documents to requesting supporting images or videos that meet requirements. Policyholders are in control.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

TechSee

JUNE 25, 2019

Companies can use biometrics to verify warranties, ensuring that customers receive service for their devices without requiring them to save receipts or warranty documentation. Using biometrics, agents can recognize customers, and greet them in a personal manner. Agent decision support. High-level data analysis. Process improvements.

Technology 122

Technology Customer Service Contact Center Gamification 122

Oracle

NOVEMBER 23, 2020

The 2020 Thinker Award winner Infosys , a global leader in next-generation digital services and consulting, helped one of the nation’s oldest and largest banks as they began their digital transformation journey. The bank was experiencing challenges with the document management system it was using for policies and procedures.

Innovation 75

Innovation Customer Service Banking Self Service 75

CSM Magazine

AUGUST 25, 2021

They also have to go through a lot of conflicting information on self-service platforms. Often, the resolutions provided are inaccurate,, or the response time is low, leading to extreme frustration. A single unified knowledge platform gives the power to extend customer service content to their preferred medium.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

TechSee

FEBRUARY 7, 2023

the engine under the hood of ChatGPT), Bard (powered by LaMDA, from Google), and others promise to be able to understand user intent, scrutinize all available documentation or information, and provide contextual answers to every user query. Is Generative AI for Service Too Good to Be True? In a word, maybe.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124