Uniphore
DECEMBER 17, 2021
Scoring an “Ok” Satisfaction Rating Isn’t Enough. More than half also say they want service representatives to have their information upfront when calling and 71% of members say shorter contact center hold times would improve their engagement with health plans. What’s the key to driving improved customer satisfaction?
NobelBiz
FEBRUARY 13, 2024
RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.
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Team HGS
DECEMBER 19, 2017
Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:
ShepHyken
MARCH 31, 2018
When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. Regardless of the reason, responding the right way can springboard your customer service reputation.
NICE inContact
NOVEMBER 9, 2018
Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. But contact centers are not built to serve managers, they are built to serve customers.
SmartKarrot
APRIL 27, 2021
At its core, no matter the purpose, a knowledge base solely supports the customers to ascertain solutions and attain success in their efforts. A knowledge base is a self-service customer success library that renders all the information about a particular product, feature, topic, or FAQ (Frequently Asked Questions) in general.
Comm100
FEBRUARY 7, 2018
Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Will your organization have a low-effort experience when implementing this engagement tool? Checking Integration Capacities.
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