NICE inContact
MARCH 28, 2021
As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.
NobelBiz
JANUARY 3, 2023
Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a clients over the duration of their whole interactions or "lifetime". Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.
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BlueOcean
OCTOBER 4, 2023
The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.
BlueOcean
DECEMBER 22, 2015
And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, knowledge bases, or simply Googling a problem and solution. With customer service channels in constant movement, what will be the impact on the phone channel? Read more > 2. Read more > 5.
Bold360
MARCH 29, 2021
We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . It also reduces traffic to more labor-intensive, costly channels in the call center. .
Bold360
APRIL 13, 2020
Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. The result? That sounds like a pretty good response to the double whammy of COVID-19.
Bold360
MARCH 26, 2020
The good news is, even at a time of physical distancing, your customers and employees still want to interact with you, but now they’re demanding that those interactions be different. Companies using self-service have 6X greater annual improvement in lifetime customer value, seeing much higher customer satisfaction and retention rates.
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