ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. There are ways around this!

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

AWS Machine Learning

MARCH 31, 2023

There were several challenges the KYTC team faced that made it necessary for them to replace the existing system with Amazon Connect and Amazon Lex. Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals.

Self Service 77

Self Service Virtual Agent Connections Contact Center 77

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

Magellan Solutions

JULY 11, 2023

SMEs can maximize the latest innovations in data analysis and customer service and support. Regular workshops and training allow the team to improve their customer service abilities. #4) Access to Advanced Technology and Specialized Expertise Outsourcing lets SMEs access experts who can provide outstanding customer service.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Call centers need reliable CRM systems, automated dialing software, and data analytics tools to drive successful lead generation programs.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

TechSee

JUNE 4, 2019

One innovator in this area is Slack , an online communication platform that sees users logging 100 million collective hours online per month. Its flexible public channels, along with small private groups, can facilitate group learning as well as smaller workshops where ideas can be shared in real time. Get in the game.

Call Center 117

Call Center Training Technology Gamification 117

NobelBiz

AUGUST 28, 2023

From outdated systems to integration complexities, tech challenges can disrupt the rhythm of seamless customer interactions. Artificial Intelligence Integration : AI can easily handle routine inquiries, freeing up agents to focus on more complex interactions and enhancing response times.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98