Talkdesk

MARCH 24, 2020

An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way. Knowledge Base Administrators. Knowledge base admins realize the same benefits from an AI-powered solution.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

TechSee

DECEMBER 2, 2020

lower high call volume. Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR). reduce costly truck rolls and product returns. improve efficiency.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. Customer Service KPI #1 – NPS (Net Promoter Score). Customer satisfaction is critical as it impacts churn and customer lifetime value.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Pointillist

SEPTEMBER 10, 2020

More importantly, customer journey analytics enables CX, marketing and customer care teams to prioritize CX improvement initiatives and quantify the ROI of CX investments. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Talkdesk

SEPTEMBER 18, 2020

Deliver better bot interactions Be it promoting self-service for a better experience or for reducing costs, bots help with simpler queries so agents can focus on strengthening relationships and handling complex customer queries. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116