BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

Insurance 109

Insurance Industry Customer Experience Self Service 109

NobelBiz

JULY 18, 2023

The question is, how do you ensure that the right call lands in the right hands? With it, you can streamline your call center operations and raise the bar of your customer service. Routing Algorithms: An efficient and systematic process designed to prioritize and manage incoming calls effectively.

Management 52

Management Call Center Contact Center Software Contact Center 52

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. lower high call volume. increase customer engagement. Remote support is a valuable addition to all customer service channels. reduce costly truck rolls and product returns.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Think Customers

SEPTEMBER 21, 2022

These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry. But, is that good strategy to meet the current moment and prepare for 2023?

Financial 52

Financial Contact Center Banking First Call Resolution 52

Customer Alignment

MAY 23, 2017

We’ve seen announcements last month alone from Vodafone, BT, EE and others confirming that they are increasing numbers at their call centres, demonstrating an emphasis on utilising call centres more as an important interface for customer service. Call centres are often seen as a reactive arm of the organisation.

Self Service 40

Self Service First Call Resolution Customer Centricity Metrics 40

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Even call transcripts cannot capture behavior, consistency, and other complexities.

Call Recording 52

Call Recording Contact Center Software CRM 52

NobelBiz

FEBRUARY 22, 2023

Furthermore, the advent of IA technologies currently provides solutions that ease qualifying and resolution work by recommending categories and solutions. First Call Resolution ( FCR) First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52