TechSee

NOVEMBER 3, 2020

Today’s remote support is fully integrated within the contact center workflows, enabling remote technicians and contact center agents to collaborate together to provide faster and more efficient service. enhanced employee engagement. Advances in field service technology. business resilience.

Contact Center Workflow 109

Contact Center Workflow Self Service Contact Center Social Media 109

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Talkdesk

FEBRUARY 5, 2018

Many have, however, reached a consensus regarding its likely impact on contact center workflow. This new contact center normal is not eliminating the need to deliver engagement that is simultaneously quick and complete. AI will empower self-service platforms to better handle simple, transactional matters.

Self Service 40

Self Service Contact Center Workflow Contact Center Report 40

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Call Center Management Gamification 52

Qualtrics

NOVEMBER 21, 2019

Virtual assistants will become the primary channel of self-service, but your focus should be on mechanisms that can distinguish when your customer is confused – and based on that emotion, when they need to engage a live agent. And secondly, they’ll start analyzing contact center and digital data side-by-side.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38