Comm100
MAY 25, 2022
Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, this means that outsourcing, IVRs, and seasonal hiring practices will have to change.
Comm100
NOVEMBER 2, 2020
Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. A university’s contact center, for example, consistently gets questions about a wide range of topics. Industry: Ecommerce. Industry: Education. Over 6,400.
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BlueOcean
MARCH 24, 2022
With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. A more sophisticated agent profile is going to be hard to attract—and they’re going to be more expensive (and that’s true both in in-house and outsourced contact centers).
UJET
OCTOBER 22, 2020
More than half of all ecommerce sales are expected to come from a mobile device by 2021. As a result, the company reduced their in-app voice wait times by 50%. Their average public switched telephone network (PSTN) caller wait time dropped to less than one minute, and their PSTN call abandonment dropped 8%.
UJET
OCTOBER 22, 2020
More than half of all ecommerce sales are expected to come from a mobile device by 2021. As a result, the company reduced their in-app voice wait times by 50%. Their average public switched telephone network (PSTN) caller wait time dropped to less than one minute, and their PSTN call abandonment dropped 8%.
Oracle
JULY 14, 2020
Glympse provides “The Last Mile Automation” for curbside pickup, giving shoppers the ability to track the real time status of a grocery delivery or “drive up & go order” through a brand’s ecommerce platform.
GlowTouch
NOVEMBER 6, 2020
Demand for customer care skyrocketed during the first two quarters of the year when eCommerce is relatively tame. The time to prep, the time is now. Since then, the trend has become more pronounced; eCommerce sales spiked earlier this year, and they have remained above traditional norms in the months since.
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