Inbenta

MAY 16, 2022

Before the rise of chatbots, IVRs were the go-to solution for automating customer inquiries. Interactive voice response or IVR used a keypad system that would generate pre-recorded responses based on the numbers that a customer pressed on their phone. It can even provide recommendations and solutions.

Chatbots 52

Chatbots Self Service Telecommunications Company 52

TechSee

DECEMBER 4, 2018

Offering a simple and interactive remote visual support is expected to save the operator an estimated €1,872,000 in technician dispatches per year. By empowering its customer service representatives to resolve issues on first contact, the operator expects its call center to save a total of €3.1 M annually. The Results.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

TechSee

JUNE 5, 2018

Co-browsing allows agents to see and interact with a customer’s browser in real time, visually guiding them through online processes, webforms, transactions or demos. And, the clearer the problem, the faster the resolution, with Aberdeen reporting that co-browsing tools directly reduce AHT. There must be an easier way.

Trends 116

Trends Self Service Chatbots Technology 116

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. Offers real-time reports and dashboards.

CRM 120

CRM Sales Gamification Call Center 120

TechSee

OCTOBER 22, 2019

However, if the customer has to call back an hour later because they are unsure how to ship the product back, their customer experience has been severely impacted. In fact, FCR often fails to tell the full story of the interaction. Improve self-service options. Keep it simple.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

MAY 29, 2018

YouTube reports an increase in product unboxing video views by 57% in one year, and an increase in uploads by more than 50%. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. The post How will Visual Engagement Impact Your Contact Center?

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

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

Kustomer

FEBRUARY 19, 2024

It also offers a self-service portal where businesses can create a knowledge base containing FAQs, articles, and how-to guides, empowering customers to find answers to their questions independently. With Kustomer, CX managers can also create custom reports and track agent metrics down to the minute.

Self Service 52

Self Service Software Knowledge Base Social Media 52

NobelBiz

FEBRUARY 22, 2023

As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. That is why Call center analytics enables you to collect and analyze customer data to prioritize them. Metrics are then saved in your call center software’s database.

Call Center 52

Call Center Analytics Contact Center How To 52

TechSee

JANUARY 18, 2018

To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

TechSee

AUGUST 28, 2018

Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.

Self Service 95

Self Service Customer Service Infographics Contact Center 95

ViiBE Blog

AUGUST 2, 2021

Customer relationship management (CRM) is a broad system of different products and services that enable effective management of customer interactions across an organization. What is the importance of an inspection report? What is an employee self-service portal? Share on whatsapp. Share on email. Natalia Barszcz.

CRM 52

CRM Call Center e-support Social Media 52

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Is Generative AI for Service Too Good to Be True? In a word, maybe.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124