Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. What’s the key to driving improved customer satisfaction?

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Seaton CX

MAY 24, 2023

AI analyzes every call to the contact center. But is the customer experience getting any better? According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 320

Customers Customer Service Ecommerce eBook 320

LiveChat

NOVEMBER 16, 2018

Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear. So we agree that extraordinary customer service is expected, and not exceptional anymore.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”.

How To 111

How To First Call Resolution Social Media Contact Center 111