NICE inContact

SEPTEMBER 19, 2017

Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

BirdEye

APRIL 28, 2023

In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client interaction. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client interaction.

Insurance 98

Insurance Strategy Marketing Social Media 98

AWS Machine Learning

AUGUST 30, 2023

The LLM landscape is constantly evolving—new models are released frequently and our customers want to experiment with different models and providers to see what works best for their use cases. For example, when asked “What is Amazon Lex?”, Generated answers can be modified to create the best experience for the intended channel.

Self Service 105

Self Service Contact Center Multi-Channel Knowledge Base 105

SaleMove

AUGUST 20, 2020

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. With the rise of big data analytics and virtual agents, the knowledge manager’s job is in for big changes.

Contact Center 90

Contact Center Self Service Virtual Agent Knowledge Base 90

NICE inContact

SEPTEMBER 19, 2017

Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? What Do Millennials Want in their Work? Focusing solely on what you want in an employee and not looking at the equation from the candidate’s perspective – even for entry-level work – is going to be a mistake. Is That a Pencil You’re Using?

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. What we’re talking about here is a single customer view. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

Beyond Philosophy

JULY 27, 2023

Then again, if it felt authentic to the attendees, does it matter if it was? On the other hand, authenticity is paramount when discussing an insurance agent writing a policy to cover your medical care. So, what about AI? As we know, ChatGPT can write compelling works that are reasonably accurate. Now, it seems simple.

How To 78

How To Conference Insurance Examples 78

Interactions

JUNE 4, 2020

And while the technology is extremely important to build the foundation of a great virtual assistant (more on that here ), there are a lot of other considerations that should be top of mind as you evaluate your options. Choosing, implementing, and maintaining a virtual assistant takes time. What is the pricing model?

How To 71

How To eBook Training Technology 71

Interactions

MAY 6, 2021

But why does it have to be an either-or? . While humans and AI each have individual strengths, they can work together for the most desirable outcome. In fact, a report from Harvard Business Review found that brands achieve the most performance improvements in this scenario– when humans and machines work together. .

Self Service 62

Self Service Effort Score Contact Center eBook 62

Uniphore

AUGUST 31, 2021

What does it take for a person to learn a language, for example? What if it’s a long-dead language? Students look at examples and then work through problem sets, checking their answers in the back of the book. you know what you’re looking for). you don’t know exactly what you’re looking for).

Analysis 100

Analysis Travel eBook Contact Center 100

One Millimeter Mindset

JANUARY 5, 2022

Each New Year brings with it a plethora of blog posts and articles. Equally realistically, consider how your professional priorities changed over the past 12 months due to pandemic experiences. Your awareness of the difference moves you one millimeter towards what is really going to work for you, moving forward.

Innovation 85

Innovation Leadership Consulting Resources 85

Interactions

JULY 15, 2021

When this kind of technology, such as Conversational AI, is put into the contact center, it improves many areas beyond customer experience, including agent experience, operational efficiency and costs, and the ability to gather and use data. In this blog, we will refer to a use case as the specific function for which the automation is used.

Self Service 62

Self Service How To Contact Center Technology 62

Interactions

APRIL 2, 2020

On our blog, we talk a lot about the benefits of Conversational AI and Intelligent Virtual Assistants. From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. It immediately made me think of how many view AI today.

Technology 71

Technology Training Interaction Culture 71

Upstream Works

JANUARY 5, 2022

The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

Strategy 78

Strategy Contact Center Chatbots Trends 78

Magellan Solutions

JULY 25, 2021

What are the answering service for small business cheap options? Whichever model you choose depends on your call volume, the features you need, and how long you intend to work with a service. . Agents often act as if they are employees of the business they are answering calls for. Pricing varies.?Most Call transfers.

e-support 52

e-support Social Media Healthcare Call Center 52

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. The idea of having home-based agents is not new for contact centers. What is new is having to suddenly pivot from having agents in centralized locations to operating remotely.

Contact Center 78

Contact Center Management Self Service Omni-Channel 78

Upstream Works

JUNE 10, 2020

With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. What Customers Really Want. While many businesses have scaled back, others are surviving by operating virtually. How Omnichannel Contact Centers Can Adapt.

Contact Center 78

Contact Center Omni-Channel Self Service Customer Journeys 78

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Optimizing virtual management and supplier business planning. Unfortunately, not everyone has perfected virtual management.

Contact Center 52

Contact Center Call Center Training Management 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

Bold360

APRIL 13, 2020

If that wasn’t bad enough, call center agents – like all of us – have been compelled to work from home (or, WFH as it’s known) and companies are scrambling to adjust their CX tools to this new WFH normal. Less-than-optimal working space, pets and teaching children from home are all part of the new normal.

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

Uniphore

SEPTEMBER 9, 2021

For example, AI and machine learning project AlphaFold is transforming understanding of how the human body produces protein, which will drive the creation of new drugs to fight diseases. Typically, a computer system can learn how to perform one task well but can’t apply the same learnings to other functions in the same way that humans can.

Healthcare 100

Healthcare Chatbots eBook Innovation 100

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? This is what brands want. But, how can you build and deliver great customer experiences? You leave the restaurant with a big grin on your face. Frustrating right?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Bold360

APRIL 30, 2020

What’s the top service trend fueled by COVID-19? As traffic to digital channels has surged, and as service delivery has been challenged by service employees increasingly working from home (with pets and kids to manage), companies have struggled to manage traffic flows while maintaining service quality. That’s a CX and EX win-win.

Omni-Channel 66

Omni-Channel Self Service Customer Engagement Engagement 66

BlueOcean

FEBRUARY 24, 2016

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. How Will We Take Prediction and Forecasting to the Next Level? But we’re wondering what the future holds for prediction and forecasting? So how does it work?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Kustomer

NOVEMBER 4, 2020

So, how can businesses ensure their CX is up to scratch? Customer service teams can employ AI to handle low-level support issues in real time, and gather initial information for live agents before intervention is needed. Intelligently routing to the most appropriate agent. Brands must stay on top of CX trends.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Avaya

JULY 24, 2019

As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. But what does this look like? What top factors make for a superior agent experience that then results in an incredible customer experience? AI-enhanced Desktop.

Contact Center 82

Contact Center Net Promoter Score Knowledge Base Policies 82

Stella Connect

SEPTEMBER 10, 2021

Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it. Successful customer service teams use a QA scorecard to measure agent performance. What is a QA Scorecard? So, what exactly is a QA scorecard? Create a QA Scorecard.

Customer Service 52

Customer Service Effort Score Measurement Interaction 52

Method:CRM

MARCH 20, 2023

Business owners are beginning to realize how effective customer portals are at saving time and money. But what exactly is a customer web portal, and how does it work? And why does your business in particular need them? What are customer portal solutions? how-tos, guides, and FAQs).

Self Service 52

Self Service CRM Knowledge Base Software 52

Method:CRM

MARCH 20, 2023

Business owners are beginning to realize how effective customer portals are at saving time and money. But what exactly is a customer web portal, and how does it work? And why does your business in particular need them? What are customer portal solutions? how-tos, guides, and FAQs).

Self Service 52

Self Service CRM Knowledge Base Software 52

ViiBE Blog

MAY 13, 2021

The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. Predictive dialers use algorithms to reduce wait times for agents and customers on the line. So what exactly do call centers do? What does a call center do?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . What makes a successful business? As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. So what does good infrastructure consist of? The Difference Between Customer Support and Customer Success Teams.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? What is a live chat? What are the benefits of a live chat? There are general metrics that are useful for this matter: Time spent on the website – use it to analyze at what point a live chat pop-up should appear.

e-support 52

e-support CRM ROI First Call Resolution 52

Avaya

JULY 15, 2019

Agent efficiency and service personalization go hand-in-hand. Research suggests the current state of the agent experience is…well, dim. According to Regalix, 67% of agents use 3-5 different applications during one customer interaction (something that can cost a typical contact center up to $1.57 In fact, the No.

Contact Center 62

Contact Center Analysis Connections Interaction 62

ViiBE Blog

MARCH 18, 2021

Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? What is the AHT Formula? What does AHT mean in text?

Average Handle Time 52

Average Handle Time Call Center Knowledge Base Virtual Call Center 52

ViiBE Blog

MAY 4, 2021

Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. So, in concrete terms, what does FCR show you about your center? What is the meaning of FCR? How to measure it? How to improve the FCR rate.

First Call Resolution 52

First Call Resolution Call Center Virtual Call Center Knowledge Base 52

Bold360

APRIL 23, 2020

Luckily, now we have visual engagement to virtualize face-to-face engagement — and it is set to transform the customer experience. We were joined recently by Marie Ruzzo , Product Marketing Director here at LogMeIn , to explain how. What is visual engagement (and why does it matter)?

Engagement 52

Engagement Call Center Insurance Video 52