Natalie Petouhof

FEBRUARY 9, 2016

Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. The costs for customer service, customer care or customer experience often come in when a company wants to add a channel, say email or chat or mobile. What exactly does agile customer care and agile customer experience mean?

Customer Care 40

Customer Care ROI Training Report 40

GlowTouch

DECEMBER 10, 2020

AI is not confined to chatbots or other self-service tools, though those are popular with some people. Study after study shows a clear consumer preference for interacting with a live service agent instead of a machine. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world.

Trends 52

Trends Customer Service Self Service Contact Center 52

CSM Magazine

AUGUST 18, 2022

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer. John D’Anna concluded: Amazon Connect has become one of AWS’s fastest growing services to date.

Connections 10

Connections Self Service Contact Center Return on Investment 10

Cyara

FEBRUARY 20, 2024

This results in lower operational costs, improved efficiencies, a greater return on investment (ROI) and enhanced experiences for your employees and customers. This examined the potential ROI that enterprises could realize through deploying Cyara.

Chatbots 76

Chatbots Self Service ROI Return on Investment 76

Comm100

NOVEMBER 13, 2022

Chatbots can also reduce manual work and improve efficiency by automating a significant portion of frontline customer service requests. Find out how much money a chatbot could save your organization with our Chatbot ROI Calculator. Generates substantial ROI through lower service costs. Provides a self-service option.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

CSM Magazine

APRIL 12, 2023

Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale. Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. About Calabrio Calabrio is a trusted ally to leading brands.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots?

Chatbots 130

Chatbots Self Service ROI Contact Center 130

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

Pointillist

MARCH 1, 2019

Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels. Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels. Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

eGain Blogs

MAY 18, 2022

Obviously, these channels are a way for people to get quicker service, quicker interaction, quicker knowledge, and they’re asking way more questions than they ever did before. But why is it that we’re still not seeing the ROI that we made those commitments for? 128 000 contact center staff.

Self Service 90

Self Service Government Case Study ROI 90