New KPI Metrics in the Era of Self Service

TechSee

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured?

6 Ways to Take the Lead in Customer Self-Service

Tricia Morris

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Self-service and the role of knowledge management.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

There are several ways that companies intend to reduce friction for customers, and; one of those ways is by through reducing friction for agents. Many businesses believe that the key to the customer experience lies in the quality of the agent experience. Introduction.

The Definitive Guide to Chat Bot Strategy

Bold360

Of course, the manpower required to effectively manage and maintain these various communication systems is substantial, and it often doesn’t make sense for companies to invest the overhead required for such an all-encompassing initiative. Chatbots and Conversational Agents (Quora topic).