NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. Reliability.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. Are the tools easy to use?

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Comm100

NOVEMBER 13, 2022

With AI powering their responses, bots can improve their responses over time based on customer confidence in their answers. Task bots are another effective type of chatbot. .” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Provides a self-service option.

Chatbots 130

Chatbots Software Self Service Wait Times 130

BlueOcean

JANUARY 6, 2020

The challenge, however, is that the more complex the customer journey, with more channels and points of contact in a single customer journey, the more effort (read: expense) is required from an organization to resolve each interaction – and often, as shown in the graph above, more customer effort is required to reach resolution.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177