CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. Key findings from the report: 1.

Trends 52

Trends Report Consumers Telecommunications 52

CSM Magazine

OCTOBER 18, 2023

“Our mission is to help customers provide exceptional customer care through human-to-human engagement. By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.”

Report 59

Report Feedback First Call Resolution Telecommunications 59

Magellan Solutions

JULY 5, 2021

This company needed to outsource customer care calls for products related to a popular artist in their portfolio. While they have an in-house customer support group, they get swamped by the increased number of customer calls. . Philippines outsource customer service provided the following results: .

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52

Think Customers

SEPTEMBER 21, 2022

This is a question posed to two of TTEC’s banking and insurance experts —Group Vice President Kristen Hein and Vice President JoVanna Dukes during a recent LinkedIn LIVE webinar. Staffing issues are the biggest issue affecting many firms’ ability to provide quality customer experience, both Hein and Dukes agree. A cycle is created.

Financial 52

Financial Contact Center Banking First Call Resolution 52

TechSee

MAY 29, 2018

Reflecting on our experiences across multiple industries — from telecom to consumer electronics, insurance and utilities , we’ve compiled a series of Best Practices based on these implementations and their results. Customer Service KPI #2 – FCR (First Contact Resolution). Best Practices in Visual Support.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Effective journey management aligns each team around customer experience and provides the foundation for successful journey orchestration.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

CSM Magazine

DECEMBER 14, 2023

For customer care leaders, Call Analyzer utilizes a client’s existing call model within AI Coach to evaluate real-time agent calls. For more information, visit www.zenarate.com.

Contact Center 52

Contact Center First Call Resolution Telecommunications Healthcare 52