Calabrio

AUGUST 10, 2020

But when she arrived at NDR in early 2019, no official WFM practices or programs existed. One particular feature, unique to Calabrio, is its agent “Self-Scheduling” capability released in Fall 2019—a feature that’s proven particularly valuable during COVID-19. As Head of Workforce Planning for one of the U.S.’s

Contact Center 97

Contact Center Coaching Self service Service level 97

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

SharpenCX

NOVEMBER 5, 2019

In fact, HubSpot’s report, The State of Customer Service in 2019 , found Customer Satisfaction as the leading metric used to evaluate customer service teams. Some 74% of customer service teams are measured by CSAT, no matter the size of the company. The service team solved 41% of customer cases with a documented solution.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Don’t Force Self-service on Customers Self-serve options can be great for customers who are in a hurry, but not when they need to speak with an agent.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Eptica

OCTOBER 31, 2019

Date: Thursday, October 31, 2019 Author: Pauline Ashenden - Marketing Manager 6 ways to prepare for peak – whatever your industry. Published on: October 31, 2019. Of course, providing access to consistent knowledg e also helps your existing staff as well, increasing efficiency and service levels.

Customer centricity 62

Customer centricity Self service Best practices Finance 62

Eptica

OCTOBER 16, 2018

Delivering quality of service metrics Every brand has specific targets for customer service activities, whether it is responding within a specific timeframe, successfully answering queries within a minimum number of contacts or meeting a service level agreement (SLA). How CX is central to Digital Transformation.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Fonolo

DECEMBER 17, 2019

2019 saw a resurgence in the use of SMS messaging by brands, along with massive growth in other messaging platforms like WhatsApp and Facebook’s Messenger. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Eptica

MAY 6, 2020

In the 2019 study, three banks offered email, but none responded to emails successfully. AI and Natural Language Processing can be used to route emails to the most qualified agents and provide them with templated answers they can tailor to individual customers, helping bring down costs and boost service levels.

Banking 79

Banking Customer Service Multichannel Best practices 79

CSM Magazine

SEPTEMBER 13, 2019

The solution involves automation that takes advantage of the existing customer service framework and delivers intelligence to agents allowing them to improve their service levels at scale. How Artificial Intelligence is contributing to Customer Service.

Customer Service 45

Customer Service Chatbots Entertainment Self service 45

Altivon

JULY 27, 2020

Each year there are only about 10 Utilities that meet that quality level. In 2019, we were fourth out of a hundred.”. They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5 Idaho Power was recognized as: Top Rated IVR System – Overall.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Dialer 360

NOVEMBER 23, 2018

2019 is just around the corner. A customer that call the customer service department of your contact centers. Make sure your service level that remains high. Despite the hype surrounding self-service 65% of the industry believe customers. Goals for Your Contact Center – 2019 Targets.

Call Center 22

Call Center Contact Center Journey mapping Analytics 22

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Practice #6: Use Guide to boost self-help.

Best practices 64

Best practices Average Handle Time Surveys Metrics 64

Callminer

AUGUST 6, 2019

This tactic, which enables blended agents to be automatically prompted via the rule to switch between inbound and outbound calls based on service level and agent availability, provided a significant lift in productivity. How does AI help customer service agents? Consider AI-driven solutions to help your reps.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. As a result, improving service levels is the top goal for 38% of contact centres in 2022.

Coaching 52

Coaching Analytics outsourcing Feedback 52

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. Resource Allocations: IT teams can be more effectively deployed to areas that contribute to building the business, their focus shifted to enhancing the customer experience and improving service levels versus running the contact center infrastructure.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Contact Center Trends 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OrecX

DECEMBER 12, 2018

While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat.), Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason. Temkin Group). Harris Interactive).

Average Handle Time 72

Average Handle Time Call Center Self service Customer retention 72