Uniphore

JANUARY 21, 2022

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 That’s only “OK” according to industry standards—far below ideal. For healthcare CX providers considering implementing conversational automation, prioritizing your goals and use cases is an essential first step. out of 100.

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

NICE inContact

JUNE 30, 2016

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. You Still Need Analysts.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

ViiBE Blog

JUNE 2, 2021

Augmented reality is one of the most rapidly evolving technologies, merging both the real and the virtual world together. Augmented reality offers an innovative retail experience adapted to digital transformation, an approach that became essential during the remote pandemic-induced industry shift. AR benefits in the retail industry.

Retail 52

Retail Sales Industry Entertainment 52

CSM Magazine

OCTOBER 12, 2022

From chatbots to augmented reality, businesses are using technology to create a more seamless and enjoyable customer experience. Here are 25 ways that technology is revolutionizing the customer experience. One technology that is starting to gain traction in the customer experience space is Augmented Reality. Speech Analytics.

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

CSM Magazine

NOVEMBER 2, 2023

Miami and Palo Alto, Foundever a global leader in the customer experience (CX) industry, has announced a new strategic partnership with Zenarate, the leading AI Simulation Training solution for customer-facing agents. “Zenarate’s AI-training technology can accelerate our agents’ proficiency in a dynamic and efficient way.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry. For more information, visit www.zenarate.com.

Report 59

Report Feedback First Call Resolution Telecommunications 59

TechSee

NOVEMBER 27, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. AR remote assistance has been proven to increase First Call Resolution by 20% and decrease the need for technician dispatched by 17%.

Infographics 84

Infographics Self Service Customer Service First Call Resolution 84

Magellan Solutions

MAY 16, 2024

Top call center outsourcing companies offer comprehensive call center solutions, ranging from inbound answering services to outbound telemarketing campaigns. Outsourcing call center operations allows businesses to focus on their core competencies while maximizing the expertise of call center outsourcing services providers.

Call Center 52

Call Center Average Handle Time ROI Omni-Channel 52

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. Emerging Technologies. But that’s shifting—and fast.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

CSM Magazine

MARCH 3, 2022

Brian Tuite of Zenarate reveals new technologies that will help improve customer service. As agents continue to play a critical role in the customer experience, customer service departments need highly trained, confident and personable agents who understand industry best practices. AI Conversation Simulation in Contact Centers.

Customer Service 94

Customer Service Contact Center First Call Resolution Banking 94

Call Experts

APRIL 8, 2024

With the development of advanced technologies and automation, using a contact center for utilities has evolved to meet the changing needs of businesses and customers alike. Data-Driven Insights Modern call center technology provides valuable analytics and reporting capabilities.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

Call Experts

APRIL 8, 2024

Average Handling Time (AHT): AHT measures the average time it takes for a call center agent to resolve a customer’s issue from the moment the call is answered to its conclusion. Lower AHT indicates quicker issue resolution. High FCR rates reflect efficient problem-solving.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

TechSee

DECEMBER 2, 2020

Emerging technologies make bold promises. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Calling tech support and having a video call – well, that’s a whole different story. Remote visual support is no different. Remote Visual Support Myths.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Magellan Solutions

APRIL 3, 2024

By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly. Technology and Infrastructure Capabilities You can’t afford to partner with a BPO provider living in the Stone Age. But that’s not all!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

CSM Magazine

JUNE 27, 2023

To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Training 59

Training Telecommunications Healthcare Insurance 59

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.

Trends 52

Trends Report Consumers Telecommunications 52

Magellan Solutions

APRIL 25, 2024

As your business grows, integrating technology to automate processes becomes essential. Gain access to state-of-the-art technology and facilities that your in-house team might not possess. Consider these factors: Reputation – When evaluating an outsourcing partner, thoroughly research their reputation in the industry.

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

NICE inContact

FEBRUARY 28, 2018

Investing in customer experience technologies has become more critical than ever because it directly impacts top line and bottom line. But, the challenge is to quantify the true economic value of investing in customer experience technologies so you can build a much stronger business case. Delivered a three-year total benefit of $25.9M

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

NobelBiz

MARCH 5, 2024

“According to Forbes “call center metrics are a vital source of truth when it comes to finding answers to important questions such as “Are your customers happy?”, “Are you providing better support and service than your competitors?”, and “Do you have the right people and technology in the right places?”

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 105

Call Center Management Contact Center Wait Times 105

Magellan Solutions

OCTOBER 17, 2023

Internal call centers may require a more advanced security infrastructure to guard against data breaches and cyberattacks. Call centers invest in advanced technology, encryption, and strict access controls to prioritize data security. It makes sure companies adhere to service standards and industry rules.

Call Center 52

Call Center e-support Telecommunications Healthcare 52

Interactions

NOVEMBER 23, 2021

The most successful businesses understand that solid First Call Resolution (FCR) metrics are something to strive for, but the reality is they are onerous to achieve. This harsh reality is exacerbated even more in the collections industry as agents are constantly in the bullseye of irate consumers on the other end of a phone.

Call Center 62

Call Center First Call Resolution Contact Center Guidelines 62

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Furthermore, NobelBiz’s advanced telecom network has garnered recognition and partnership with major industry players who leverage its infrastructure as resellers.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.

Contact Center 52

Contact Center Call Center Management Gamification 52

VDS

SEPTEMBER 25, 2023

By leveraging cutting-edge technologies such as artificial intelligence and machine learning, this platform enables customer service teams to stay ahead of emerging trends and continuously improve their services. This enables you to stay ahead of future challenges and trends while continuously adapting to the evolving technology landscape.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

Calabrio

APRIL 26, 2016

So, measuring the time it takes an agent to get one customer off the phone so he or she can get on with the next customer call probably won’t encourage an agent to take whatever time might be necessary to ensure a smooth customer communication culminating in first call resolution.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

Magellan Solutions

MARCH 27, 2024

Did you know that nearly 8 out of 10 businesses are outsourcing their information technology (IT) functions? Technology has become an integral part of our lives. It provides immediate assistance and expertise to ensure the smooth operation of technology and maximize its value. The question “What is technical support ?”

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

Call Experts

OCTOBER 19, 2023

Average Handling Time (AHT): AHT measures the average time it takes for a call center agent to resolve a customer’s issue from the moment the call is answered to its conclusion. Lower AHT indicates quicker issue resolution. High FCR rates reflect efficient problem-solving.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

NobelBiz

JULY 18, 2023

It’s a system where incoming calls are directed to the most skilled agent in that particular area, ensuring a higher chance of first-call resolution. Improved First Call Resolution Rates The most prominent advantage of skills-based routing is its potential to drastically improve call resolution.

Management 52

Management Call Center Contact Center Software Contact Center 52

Call Experts

JUNE 15, 2023

With the development of advanced technologies and automation, using a contact center for utilities has evolved to meet the changing needs of businesses and customers alike. Data-Driven Insights Modern call center technology provides valuable analytics and reporting capabilities.

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This includes data on call volumes, average handle time (AHT), first call resolution (FCR) , and more.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

Magellan Solutions

OCTOBER 26, 2023

Hence, get the answers to these questions to find out if the company can provide your needs: Can they handle the spike in your business calls, and how do they handle it, especially during peak season? Are they up-to-date with technology and software tools? If there are system failures, what measures are in place for backup?

Call Center 52

Call Center Net Promoter Score Average Handle Time Healthcare 52

Call Experts

JULY 27, 2023

At Call Experts, we routinely hit industry standards and have even received Platinum certification from our industry partner ATSI. In this blog, we will explore how contact centers have transformed the industry and discuss the key metrics that should be tracked to ensure continued customer satisfaction.

Call Center 52

Call Center Customer Service e-support Contact Center 52

GlowTouch

AUGUST 20, 2021

Industry Group Cites Efforts in Strategic Partnerships LOUISVILLE, KY – GlowTouch, LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, Kentucky, has been recognized for excellence in strategic partnerships by the International Association of Outsourcing Professionals. Visit: www.iaop.org.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

Stella Connect

SEPTEMBER 28, 2021

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. No matter where a customer is located whether that’s across the country or around the world, the entire retail industry is available at their fingertips.

Retail 52

Retail Customer Experience Ecommerce First Call Resolution 52

NobelBiz

JULY 4, 2023

Hence, it’s no surprise that many forward-thinking organizations are turning to technology to streamline their operations. One such technology is Automated Interaction Summaries. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8%

Interaction 52

Interaction Call Center Engagement Contact Center 52