SharpenCX

AUGUST 4, 2020

Use your automation tools to gather agent information and data so you can provide better coaching. Download Now: Get Real About Coaching Your Agents with These Actionable Tips. Advance Your Self-Service Tools to Cut Out the Noise. These stats prove that self-service is important to your customers.

Call Center 67

Call Center Technology Self service Coaching 67

SharpenCX

JULY 2, 2020

As modern consumers, we want easier (and faster) access to products and services. adults turn to channels like chat, social and self-service before picking up the phone to call customer service. Picking up a phone and dialing a customer service line takes longer than that on its own. ” It’s a fact.

Contact Center 76

Contact Center Customer Experience Agent burnout Journey mapping 76

Balto

JANUARY 21, 2025

Managing this metric is key to balancing agent utilization rates and optimizing contact center performance. Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). Use AI-driven tools to guide agents with real-time prompts and insights.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Managing this metric is key to balancing agent utilization rates and optimizing contact center performance. Formula: (Total number of incoming + outgoing calls) in a given period Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Hodusoft

AUGUST 9, 2023

With features such as multi-level Interactive Voice Response (IVR), skill-based routing , self-service solutions such as chatbots, knowledge base routing, frequently asked questions (FAQs) and more, high-quality multi-tenant contact center software can increase FCR by leaps and bounds.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

JustCall

APRIL 3, 2024

Offer self-service options Customers often call with the same common questions over and over. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

Mindtouch

DECEMBER 18, 2018

Depending on how they are integrated into the agent experience, chatbots can be a handy source of on-demand information. Agents can query chatbots the same way a customer would. An assistant, not a replacement.

Chatbots 54

Chatbots Real estate Contact Center Self service 54

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. The occupancy rate is a good indicator of resource utilization, but it won’t help you offer a good service level for your customers.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

aircall

OCTOBER 31, 2016

Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. For instance, a competitor may boast an enviable customer service channel such as a self-service video FAQ, a message board, or a sleek helpdesk.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

Balto

JANUARY 14, 2025

Self-service analytics plays a crucial role in reducing call volumes and associated costs by enabling customers to independently resolve issues through various channels. Immediate access to knowledge bases or FAQs. Automated Knowledge Base Updates: AI creates and updates FAQs based on call trends.

Call Center 52

Call Center Analytics Average Handle Time Big data 52