BlueOcean

MARCH 13, 2023

This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. There’s no question that it can mimic a human, taking on a natural and engaging tone to interact with customers—especially in those more transactional instances.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Magellan Solutions

APRIL 3, 2024

These BPO providers offer dedicated teams of highly trained chat agents equipped to handle various customer queries, troubleshoot issues, and provide knowledgeable support. By using BPO chat support, businesses can save money and quickly expand their customer support without dealing with the hassle of hiring and training their team.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Uniphore

JUNE 16, 2021

You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

Magellan Solutions

DECEMBER 5, 2023

The client only pays on a per-minute according to the amount of time spent on each call. This is an economical method of outsourcing as businesses can minimize their spending on overhead costs such as hiring, training, and managing. Dedicated: For this kind of service, a group of agents handles calls for only one client.

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Optimization helps reduce unnecessary expenses while maintaining service quality. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. Interesting, isn’t it? A new report from J.D. The result?

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Talkdesk

MARCH 24, 2020

As mentioned in my previous blog, the way customers prefer to interact with the companies they do business with has drastically changed. An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Playvox

OCTOBER 19, 2021

Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

TechSee

MARCH 12, 2019

When visual interaction – whether via image or video – is combined with automation, contact center workflows can be improved dramatically. Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. The Power of Visual Automation. The state of play.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

BlueOcean

OCTOBER 6, 2020

Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential. Is communication still going strong and do you feel comfortable in those interactions? Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

TechSee

OCTOBER 19, 2021

Creating a user manual is not a big investment, and it is often a one-time activity that can be posted online for customers’ convenience and self-service. Digital onboarding involves using automated, step-by-step instructions to train customers on the setup and use of products. Training Videos.

How To 124

How To e-support Self Service Retail 124

Myra Golden

APRIL 11, 2023

Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Kayako

MARCH 29, 2019

If that information changes, be proactive about letting customers know and updating your availability and average wait times across your web properties. Train and Empower Your Reps. There’s a lot you can do to get better at customer service. Train them on more than just product—teach them how to make customers happy.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

Technology 59

Technology Self Service Average Handle Time Analytics 59

COPC

JUNE 9, 2023

Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies. The Many Facets of AI in CX Applying AI in the CX industry unlocks many opportunities to enhance daily operations and customer interactions.

Industry 116

Industry Customer Experience Analytics Training 116

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

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside. AI Streamlines Agent Training. Would you like me to do Y?”.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Eptica

AUGUST 1, 2018

To read the first post, on reducing Average Handling Time and improving quality, click here. That’s why Eptica provides a full history of previous customer conversations and current, open interactions. Knowledge to empower agents Eptica’s platform is built around a centralized, AI-powered knowledge base.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Bold360

OCTOBER 2, 2020

For example, a customer may interact with an AI-powered chatbot before, or even instead of, speaking to a live agent. Decreased Average Handle Time (AHT). By reducing the number of customer transfers and time the customer is placed on hold, companies see better AHT metrics, which also impacts customer satisfaction.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. The same is true for a call that begins with an interactive voice response (IVR) system. Users don’t always want to speak to a human and being directed to self-service right from the start can reduce unnecessary friction.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

NobelBiz

APRIL 18, 2023

They can optimize team productivity and achieve exceptional results by focusing on key areas such as KPIs, technology, workforce management, training, culture, and continuous improvement. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside. AI Streamlines Agent Training. Would you like me to do Y?”.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Talkdesk

SEPTEMBER 8, 2020

Plans have 15 calendar days to make three documented, “interactive” attempts to contact the enrollee. Differentiate with highly trained agents Highly trained agents are differentiators for healthcare contact centers, especially during the scramble of open enrollment. of 42 CFR 4222.2272(b).

Abandon Rate 67

Abandon Rate Customer Experience Healthcare Contact Center 67

NobelBiz

FEBRUARY 21, 2023

Enhance customer satisfaction: Through data collection on customer interactions and feedback, contact centers gain valuable insight on customer experience. Or even staff improvement, such as training agents on handling specific types of calls. Incorporate Agent Feedback Agents reside on the front line of customer interactions.

Contact Center 52

Contact Center Report Analytics Self Service 52

CSM Magazine

JANUARY 12, 2021

Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? Select the right data – AI tools such as bots, chatbots and digital assistants are only as good as the data used to train them.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Pointillist

SEPTEMBER 28, 2021

Today, customers have—and demand—choices when it comes to engaging with service and care centers. However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

NobelBiz

JANUARY 17, 2022

Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. What are the appropriate methods to maximize it?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

Ecrion

JULY 17, 2019

Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success. Overall Customer Satisfaction Customer perception is formed by a wide range of interactions with your business, both subjective and objective. How many tickets are we actually resolving over time?

Metrics 55

Metrics Self Service Customer Service Call Center 55

Bold360

APRIL 28, 2021

Gerlich and Bold360 worked with the UK bank to develop a solution that didn’t require the bank to ramp up hiring, onboarding or training of agents at a time when that wasn’t feasible. A live chat queue at least lets customers know where they are in line with an estimated wait time. Something had to change.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

Think Customers

JULY 8, 2019

Once hired, trained, and placed in a live environment, these highly trained expert associates often spend up to 35 percent of their time handling misdirected calls from people who see the enrollment phone number and call about something else, like a claim question. It’s an approach we at TTEC call “Smart Seasonal.”.

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40

TechSee

JUNE 25, 2019

Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. AI customer service technologies have given rise to a wide range of customer-facing platforms, all of which help companies provide a level of service beyond human capacity.

Technology 122

Technology Customer Service Contact Center Gamification 122

Vonage

JANUARY 20, 2016

CTI adapters- and the call center software that powers them- also open on-screen pop ups for agents that include incoming caller information – and even case information pulled from the CRM – allowing your agents to personalize each customer interaction. Benefits of integrating your CRM and telephone system.

CRM 120

CRM Sales Gamification Call Center 120

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. What’s more, conversational chatbots that use NLP decipher the nuances in everyday interactions to understand what customers are trying to ask. Policyholders are in control.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98