TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Playvox

JANUARY 13, 2022

Cloud-based solutions make it easier for supervisors to manage a dispersed agent team. Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Improving the supervisor experience is also important.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

BlueOcean

FEBRUARY 24, 2016

We are already seeing Customer Effort as a key metric that influences the design of 360-degree customer service solutions.) When and if the consumer of the future does choose a voice channel and live interaction with a customer service agent, they will need the crossover to be seamless, personalized, efficient, and worth the customer effort.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

NICE inContact

JULY 29, 2019

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. Omega World Travel selected NICE inContact CXone because it is the only true cloud-native solution with omnichannel functionality and flexible scalability.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

Pointillist

SEPTEMBER 28, 2021

Omnichannel Interaction Data is Siloed or Nonexistent. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. Most every contact center leader uses dashboards to track performance, metrics like first contact resolution , AHR, CSAT and more.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Omnichannel management creates opportunity. Predict the buying behaviors and preferences of your customers.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120