SharpenCX

JULY 27, 2023

Our Logic+ platform allows our customers to build advanced self service solutions. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

AWS Machine Learning

MARCH 31, 2023

When a virtual agent successfully addresses a caller’s enquiry, the result is a happy caller, lower average hold times for all callers, and lower costs. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01

Virtual Agent 93

Virtual Agent Self service Transportation Customer Experience 93

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. The drive toward self-service is a reality and with good reason, as customers want self-service.

Management 195

Management Average Handle Time Self service First call resolution 195

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Aspect

MAY 7, 2018

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via. Secure IVR. Advanced speech recognition.

Self service 73

Self service Average Handle Time Interactive Voice Response Chatbots 73

Zappix

FEBRUARY 20, 2024

Let’s explore how these tools benefit agents and customers, improving outcomes and elevating satisfaction. Optimize Every Agent Interaction: Digital tools empower call center agents to optimize every interaction by providing them with agent-initiated self-service tools.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences. In the U.S.

Customer Service 296

Customer Service Metrics Self service Average Handle Time 296

Hodusoft

JULY 2, 2024

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

CCNG

APRIL 12, 2023

Customer satisfaction, customer experience, automation, longer than acceptable hold times, call abandonment, or possibly all of the above? Not average handling time or other internal metrics. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

TechSee

NOVEMBER 10, 2020

At the same time, they must ensure that the initiative does not compromise the quality and efficiency of the brand’s service or lose focus on the ultimate goal of ensuring a positive customer experience. field services. self-service. Visual Assistance in Self-Service.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. This level of personalization makes customers feel valued and understood.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Vistio

JANUARY 16, 2024

In this era of digital transformation, customer experience has become more crucial than ever before. Businesses need to ensure that they are staying ahead of the curve and leveraging the power of technology to provide personalized and efficient services in every interaction.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience. Find out what’s stopping them from reaching customers promptly.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

CSM Magazine

DECEMBER 8, 2022

In today’s business world, about 89% of businesses compete solely based on customer experience (CX). Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. What is a customer experience strategy, and why is it important?

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. As organizations make.

Self service 53

Self service Journey mapping Average Handle Time Government 53

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 116

Customer Experience Analytics Technology Average Handle Time 116

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

NICE inContact

NOVEMBER 1, 2017

Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. This way, you are picking and fixing one problem at a time.

Self service 0

Self service Best practices Interactive Voice Response Average Handle Time 0

NICE inContact

NOVEMBER 1, 2017

Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. This way, you are picking and fixing one problem at a time.

Self service 59

Self service Best practices Interactive Voice Response Average Handle Time 59

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. The fifth imperative is, “Uncover the hidden causes and unintended consequences of customers wanting things to be easy. Easy Customer Experiences foster customer loyalty.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

TechSee

JULY 10, 2024

Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates. The real breakthrough lies in CX and service automation, not just augmentation. The impact on these organizations has been remarkable.

Automotive 124

Automotive Average Handle Time Enterprise First call resolution 124

BlueOcean

AUGUST 19, 2024

Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Make it about the customer Obvious, right?

Customer Support 62

Customer Support outsourcing Average Handle Time Contact Center 62

BlueOcean

AUGUST 19, 2024

Recent research at McKinsey reveals a strong positive correlation between customer experience (CX) ratings and financial performance. For publicly traded companies, improving the customer experience also leads to an 7-10% average increase in shareholder returns. Make it about the customer Obvious, right?

Customer Support 62

Customer Support outsourcing Average Handle Time Contact Center 62

NICE inContact

SEPTEMBER 17, 2019

By never taking their eye off the ever-important customer experience (CX) and continually incorporating new ways to expand and enhance the experience that it provides to their customers. Today, live agents are optimized to help customers more quickly on complex needs.

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Interactive Voice Response 62

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? Friendly service. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Hodusoft

JULY 19, 2023

Cost Savings: By automating call routing and leveraging self-service options such as IVR, businesses can reduce the need for additional staff and handle more calls with fewer agents. IVR systems enable self-service capabilities and help route callers to the right department or agent.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Identify three to five issues that drive most of your inbound customer contacts. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

APRIL 25, 2023

When inbound calls are spiking, offering customers a call-back keeps them off hold and protects your KPIs by deferring calls to quier times. Call-backs also offer superior customer experience. Customers hate waiting on hold. You’ll improve performance KPIs such as average handle time, too.

Contact Center 95

Contact Center Average Handle Time Self service Technology 95

BlueOcean

DECEMBER 18, 2023

Likewise, conversation analytics provides superior quality and visibility, and there’s no doubt it will transform the way contact centers approach customer experience strategy. Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

SharpenCX

APRIL 8, 2020

What about the product or service glitch that caused a problem in the first place? And, what about the path it takes your customers to get real help? Download Now: Use customer data to fuel better customer experience strategies. Then, fix them before you press go for all customers. Simplicity scales.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

CSM Magazine

JULY 16, 2020

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. Agent retention must be a priority .

Customer Experience 59

Customer Experience Finance Average Handle Time Self service 59

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Lower Your Average Handle Time to Increase Customer Revenue.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127