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

NobelBiz

OCTOBER 17, 2023

In Part Two of ‘Pain Points for Call Center Owners and Operations Managers,’ we will unveil an additional set of seven critical challenges and provide insights, solutions, and practical strategies to tackle them head-on. Data Silos: Data might be stored in different systems or formats, making integration and analysis complex.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

Qualtrics

NOVEMBER 21, 2019

As the CX industry continues to mature, it’ll become more important to understand and measure the value of investments in CX and the ability to provide personalized interactions at scale. But we do expect AI to help drive adoption of virtual assistants and for it to become the primary channel of self service.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38