CSM Magazine

DECEMBER 21, 2021

Therefore, seek out technology platforms that allow agents to see and track their customers across all channels and touchpoints. It empowers agents with the context and background to deliver service that empathises with a customer’s experience and anticipates their future needs.

Technology 59

Technology Self Service Average Handle Time Analytics 59

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Talkdesk

FEBRUARY 14, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

Contact Center 40

Contact Center Metrics Self Service Innovation 40

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. Indeed, customer service’s major difficulty is creating a consistent experience across all touchpoints.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Magellan Solutions

JUNE 12, 2021

Speech analytics improve this stage by identifying key phrases, words, or sentiments scattered across touchpoints the customer used. . At the same time, it enhances the use of self-service channels. IVRs, self-service tools, mobile apps, and community forums are one of the cost-effective ways to do so. .

Call Center 52

Call Center Analytics Self Service Multi-Channel 52

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Ability to adapt served knowledge to agent skill levels, roles, context, etc. Integration.

Management 52

Management Contact Center Self Service Average Handle Time 52

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Ability to adapt served knowledge to agent skill levels, roles, context, etc. Integration.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

Interactions

APRIL 17, 2019

For example, modern customers prefer self-service channels that allow them to find solutions themselves, and more quickly, rather than waiting in a queue to get to a live agent. This translated to the goal of interacting with as many people as possible, in the shortest amount of time. Simply put, they wanted to keep costs low.

Contact Center 54

Contact Center Measurement Self Service How To 54

Ecrion

JULY 17, 2019

With so many touchpoints along the customer journey – from initial sale to monthly invoices to product support – evaluating how your business is doing with respect to customer service can be daunting. How many tickets are we actually resolving over time? How many tickets are we actually resolving over time?

Metrics 55

Metrics Self Service Customer Service Call Center 55

NobelBiz

JULY 25, 2023

The Components of Interaction Analytics: A Glimpse into Call Center Operations Interaction analytics is the keystone for call centers seeking to elevate their customer interactions and services. The processes involved offer a holistic view of customer interactions, ensuring every touchpoint is analyzed for actionable insights.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

SurveySensum

APRIL 28, 2023

Solution: The company took the feedback seriously and implemented several measures to improve the waiting time, such as Hiring more agents during peak hours and Investing in self-service options. They also made sure to communicate these changes to their customers through email and social media.

NPS 52

NPS Loyalty Measurement Customer Service 52