Think Customers

SEPTEMBER 21, 2022

Opinions show four areas of concern: high call volumes, long wait times, talent retention, overall CX costs. 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. A domino effect is hitting CX.

Financial 52

Financial Contact Center Banking First Call Resolution 52

CSM Magazine

NOVEMBER 27, 2020

The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home. Waiting times. He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience.

Insurance 98

Insurance How To Chatbots Wait Times 98

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Call center optimization helps enhance the customer experience (CX) and acts as the linchpin in the relationship between a business and its customers. Achieving these goals requires a special balance between the human touch and technological innovation.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Tips 81

Tips Self Service Contact Center Call Center 81

Lithium

SEPTEMBER 9, 2022

Your customers will have longer wait times to speak with an agent, which decreases your NPS. Former agents will have an unsavory view of working for your company and, if motivated enough, will take their experience to employer review websites like Glassdoor and Indeed. Modernizing your digital care webinar.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Lithium

JULY 20, 2022

Your customers will have longer wait times to speak with an agent, which decreases your NPS. Former agents will have an unsavory view of working for your company and, if motivated enough, will take their experience to employer review websites like Glassdoor and Indeed. Modernizing your digital care webinar.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52