eGain Blogs

JANUARY 25, 2023

The Challenge Knowledge is power but in reality, enterprises are knowledge-challenged with employees spending 20% or more of their time, looking for it to do their day-to-day jobs. Nowhere is the knowledge challenge more acute than in the customer contact center. Here is why the agent knowledge problem has become more daunting.

Training 52

Training Contact Center Insurance Retail 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

eGain Blogs

OCTOBER 10, 2019

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised.

Net Promoter Score 70

Net Promoter Score Multi-Channel Contact Center Omni-Channel 70

eGain Blogs

OCTOBER 10, 2019

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised.

Net Promoter Score 52

Net Promoter Score Multi-Channel Contact Center Omni-Channel 52

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Author: Pauline Ashenden - Marketing Manager Telecoms is central, even essential, to our lives. This heaps increasing pressure on every telco provider to up their game.

Connections 49

Connections Customer Experience Social Media Self Service 49

eGain Blogs

MAY 8, 2020

All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints. A leading telco improved FCR by 37% and NPS by 30 points, while speeding up agent time-to-competency by 50% across 10,000 agents and even 600 retail stores. Why not go with the leader?

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

eGain Blogs

MAY 8, 2020

All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints. A leading telco improved FCR by 37% and NPS by 30 points, while speeding up agent time-to-competency by 50% across 10,000 agents and even 600 retail stores. Why not go with the leader?

Customer Engagement 52

Customer Engagement Self Service Engagement Net Promoter Score 52

AWS Machine Learning

APRIL 7, 2023

You can opt in to the Wavelength Zones within a given Region via the AWS Management Console or the AWS Command Line Interface (AWS CLI). SageMaker is a fully managed ML service that allows developers to easily deploy ML models into their AWS environments. The following diagram shows an example of this architecture.

Training 81

Training Telecommunications Groups Examples 81

TechSee

OCTOBER 29, 2019

For companies such as telcos, insurers, consumer electronics suppliers and utilities providers, these common scenarios typically account for 40-50% of overall contact center volumes. Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. Customers demand simplicity.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

eGain Blogs

SEPTEMBER 28, 2017

Agents have limited or no capabilities to handle digital channels well, and they have no easy access to contextual knowledge or AI-enabled smart guidance. managing without enabling, perhaps the reason for the 45% churn). Enable AND manage agents simultaneously with eGain Solve 17, the latest version of our solution!

Self Service 40

Self Service Contact Center Management Analytics 40

eGain Blogs

SEPTEMBER 28, 2017

Agents have limited or no capabilities to handle digital channels well, and they have no easy access to contextual knowledge or AI-enabled smart guidance. managing without enabling, perhaps the reason for the 45% churn). Enable AND manage agents simultaneously with eGain Solve 17, the latest version of our solution!

Self Service 40

Self Service Contact Center Management Analytics 40

Responsetek

MAY 7, 2018

Working with telcos around the world in the mid to late 2000s, we became a pioneer in mobile surveying, mastering the art and science of the SMS survey. Companies outside of telco are taking notice of the customers’ preference for short and sharp surveys via instant messaging or SMS. Did you know?

Survey 40

Survey Contact Center Effort Score eBook 40

AWS Machine Learning

NOVEMBER 16, 2023

In the diagnostic imaging domain, Philips developed a multitude of ML applications for medical image reconstruction and interpretation, workflow management, and treatment optimization. In this post, we describe how Philips partnered with AWS to develop AI ToolSuite—a scalable, secure, and compliant ML platform on SageMaker.

Healthcare 91

Healthcare Government Innovation Training 91

ChurnZero

NOVEMBER 18, 2022

My job is to continually inform and share knowledge that’s going out in the marketplace. For decades, we have provided communities and ecosystems for telco, auto, tech, and a number of very large verticals within the Fortune 1000. As a Customer Success leader, do you find yourself watering down your budgetary requests?

Customer Success 98

Customer Success Leadership Customers Sales 98

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. It is often outsourced to third-party providers offering lead generation call center services. Non-compliance can result in hefty fines.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

Lithium

SEPTEMBER 7, 2022

It has the ability to create and manage 10 or 15 different chat widgets. Depending on your website and what kind of knowledge base your site knows, you assign different widgets to it. Digital customer care can meet and exceed your original ROI projects in several ways. Parker Hicks. What's your background in Product Marketing?

ROI 52

ROI Social Media Effort Score Chatbots 52

Eptica

FEBRUARY 17, 2016

It could be down to a problem with an order, overcharging, or a complete failure to provide services, such as when a telco’s network goes down. Provide agents with some leeway, so that they can deal with minor issues and compensate customers where applicable without needing to wait for management sign-off.

Contact Center 48

Contact Center Knowledge Base Customers Consumers 48

NobelBiz

MAY 2, 2023

Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community. Other shifts include telcos trying to block calls they deem excessive and labeling calls as spam likely. And no wonder.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

ijgolding

JULY 11, 2018

Enjoy… Hello Customer Experience Manager, you did a great job! This takes into account that there are no major changes in management or the way you work as a company. I first met Marleen Van Wijk in the Dutch city of Utrecht last year at a summer drinks event hosted by fellow CX Professional, Nienke Bloem.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

C Space

OCTOBER 2, 2020

Enough is enough, it’s 2020,” said Danela Žagar, global brand manager for Intimina. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. retail sales, up from 14% last year.

Brands 40

Brands Apparel Retail Fashion 40

Kustomer

APRIL 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences.

Customer Experience 52

Customer Experience How To Contact Center Airlines 52

Kustomer

APRIL 15, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls. Listen to the full episode to learn more. Data is voluminous. It is unbiased.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

eGain Blogs

FEBRUARY 7, 2020

The importance of knowledge management in the call center is growing. Based on the findings of the TSIA annual report on the state of knowledge management , this is what John Ragsdale, Distinguished Vice President at TSIA, says about the importance of knowledge management (KM). Average Handle Time (AHT).

Call Center 52

Call Center Metrics Self Service Contact Center 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link] /. Website : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Avaya

JULY 22, 2019

Consider that: Customers are well informed about the market and finding alternatives is easier than ever; whether it’s changing banks or telcos, all it takes is a few clicks for the customer to ditch your brand for the promise of another. The competitive landscape fosters innovation, but it also makes many customers less loyal.

Customer Experience 77

Customer Experience Customer Journeys Customers Chatbots 77

NobelBiz

JANUARY 17, 2022

To demonstrate this perspective, consider the following examples of AHT discovered on current customers: 3 to 4 minutes for e-commerce customer service; 5 to 6 minutes for telco customer care (excluding technical help); 10 to 12 minutes for legal aid, etc. What are the benefits of managing and monitoring the AHT?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

Thematic

JULY 13, 2022

A customer of ours is a large multi-national telco in Europe. If you work with data as an analyst, then you probably already feel you spend too much time processing feedback data instead of helping your team act on it. It’s impossible to be objective when you’re doing the analysis by hand, not to mention the huge time commitment.

Feedback 71

Feedback Analytics Analysis Multi-Channel 71

AWS Machine Learning

JUNE 12, 2023

The library manages communication among the replicas of the tensor-distributed model. The model is trained on the Pile and can perform various tasks in language processing. GPT-J is a transformer model trained using Ben Wang’s Mesh Transformer JAX. The integration makes it easier to customize Hugging Face models on domain-specific use cases.

Training 67

Training Data How To Examples 67

Eptica

SEPTEMBER 10, 2015

In the case of European telcos, McKinsey found that less than half (40%) had digital targets shared between different units, less than 30% had a dedicated digital customer service team linked to senior management, and fewer than 15% could track the customer journey across multiple channels. Have a strategy with top level buy-in.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. After listening to the experts, you’ll come to find that implementing AI isn’t as difficult as you might think.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Kustomer

SEPTEMBER 16, 2021

Of course, every manager wants to have a team of dedicated people working with them to increase revenue and overall customer satisfaction, but how exactly do leaders spot the right talent in a pool of hopeful candidates, especially when your company’s booming? Listen to the full podcast below to learn more about Evan and his CX expertise.

Company 91

Company Training e-support Technology 91

Grade.us

JUNE 2, 2020

Buying reputation management software for your business is like purchasing a moat for your castle and party confetti at the same time. How do reputation management software solutions help? We’ve done our best to put together a comprehensive, in-depth list of the best reputation management platforms for your evaluation in 2020.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Kustomer

DECEMBER 16, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by James Dodkins , who is a retired heavy metal rockstar and CX expert. His experiences touring the world ignited his passion for helping businesses show up for their customers. Being a rockstar was pretty fun for James.

Course 98

Course Measurement Customer Experience Customer Success 98

Pointillist

MARCH 22, 2018

Amazon has attributed upto 35% of its revenue to cross-sell, both through its “Frequently Bought Together” and “Customers Who Bought This Item Also Bought” features. JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. Are they the same?

Analytics 71

Analytics Customer Journeys Hotels Touchpoint 71

AWS Machine Learning

OCTOBER 26, 2023

In this post, we will review the recently released feature, discuss the architecture, and present a step-by-step guide to enable SageMaker Canvas to query documents from your knowledge base, as shown in the following screen capture. Retrieval Augmented Generation (RAG) is a frequently used approach to reduce hallucinations.

Knowledge Base 92

Knowledge Base Company e-support Data 92

Kustomer

JULY 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by James Dodkins to explore a new way of creating a powerful customer experience. With a unique background, James has made himself into a prominent figure in the customer service world. James started his career as a professional rockstar.

Customer Experience 52

Customer Experience How To Customers Course 52