TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Reduce second-time calls with better FCR. Accelerate resolutions with AI-powered agent assistance. Techniques to optimize staffing.

Call Center 196

Call Center Self Service Strategy Contact Center 196

UJET

NOVEMBER 3, 2020

Digital information such as photos, videos, screenshots, and SMS messages are automatically uploaded to the CRM record, which reduces AHT and ACW—and improves both the agent and customer experience. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

Digital information such as photos, videos, screenshots, and SMS messages are automatically uploaded to the CRM record, which reduces AHT and ACW—and improves both the agent and customer experience. And this is good for two reasons: Gamification keeps your agents more engaged in the training program. AI Streamlines Agent Training.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ProProfs Chat

MARCH 30, 2018

” If a company has a survey process based on the average return rate, they may know only 15% of customer complaints or concerns. If their preference is video, let them do video calls with your agents. Train them well: – Gamification, micro-learning and adaptive learning are the latest trends in training.

Customer Satisfaction 111

Customer Satisfaction How To Effort Score Contact Center 111

SurveySparrow

MARCH 21, 2023

It is typically measured with the help of surveys that customers receive after buying your product or interacting with a support agent. Set the right expectations with your customers about communication, wait times, delivery, etc. You can get a detailed set of opinions since you have ample time to get their perspectives.

B2B 52

B2B Customer Journeys Customer Experience B2C 52