Wootric CX Blog

JUNE 19, 2019

Empowering Self-Service. Research indicates that by 2020, consumers will manage 85 percent of their relationships with a company without interacting with a human being. Thus, it is safe to assume that customer demand for self-service is also going to increase, isn’t it? Fortunately, AI can help.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. These videos have more than a billion views annually.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Magellan Solutions

AUGUST 16, 2021

A large call volume could well be the result of a surge in telecom spam and fraud, routing issues, or an ineffective marketing strategy that is eating into your ROI and decreasing sales productivity. How can contact center services Philippines turn call reductions into an advantage? Offer self-service options.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 52

Talkdesk

APRIL 28, 2015

Leveraging a call center software solution that tracks customer interactions will allow your team to provide your customers with the experience they crave - and will rave about. Word can quickly spread if your call center is plagued by excessive hold times or round-robin agent transfers. Leverage Real-time and Historical Reporting.

Meeting 40

Meeting Multi-Channel Call Center Self Service 40

Inbenta

SEPTEMBER 29, 2021

The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR). Put simply, a strong FCR is a good indicator that your team is providing excellent service. So, how exactly do you increase your first call resolution rate?

Self Service 59

Self Service First Call Resolution Knowledge Base Video 59

CSM Magazine

FEBRUARY 21, 2022

To back our points with relevant figures, as per a report by PwC, 73% of people regard customer service as a vital element affecting their purchasing decision, running just behind price and quality. After that, they could get on a call with a customer support executive. Chatbots and website helpdesks can utilize them.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

ViiBE Blog

AUGUST 11, 2021

These usually include a phone system , chat, email , and video calls. Like a call center, a contact center may use interactive voice response for the opening menu. Today, contact centers give customers more options than simply calling a phone number. Video calling. 5 essential contact center technologies.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Trend Analysis: Reports highlight emerging patterns over time, helping managers anticipate peaks or troughs in call volumes or understand seasonal trends.

Interaction 98

Interaction Analytics Call Center Contact Center 98

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance. For us, this adjustment has been paying off.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

ViiBE Blog

AUGUST 18, 2021

Next, your research continues with customer data taken from Customer Relationship Management (CRM) software. ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. Using video communication technology to reach SDG 9.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. It’s a never-ending process that we need to nurture, foster and manage. Managers have to coach and set expectations around a customer-focused approach.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ProProfs Chat

JULY 29, 2020

8 Strategies to Improve Call Center Customer Experience. Personalize Every Single Call. Improve First Call Resolution (FCR). Emphasize Call Flow Management. Personalize Every Single Call. Improve First Call Resolution (FCR). Emphasize Call Flow Management.

Call Center 85

Call Center Customer Experience How To Knowledge Base 85

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Check out these videos. Want proof?

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27