NICE inContact

OCTOBER 17, 2018

billion in annual sales (2016). But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. But the Houston-based company was losing sleep over its two contact centers.

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 41

Metrics Chatbots Average Handle Time Wait times 41

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40