Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. It can be a self-help page or simple FAQ on your website (any fellow FAQ junkies out there?). AI & Self-Service Are Transforming CX.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Balto

MARCH 17, 2025

Response times across digital channels require different benchmarks: Live chat : 30 seconds or less Email : Under 4 hours Social media : Within 60 minutes Agent performance metrics should balance efficiency with quality. Scorecards combining AHT, FCR, and customer satisfaction create well-rounded performance measurement.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Multichannel 62

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. For example, Whole Foods’ Chatbot on Facebook Messenger helps visitors find recipes.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Verint

MAY 1, 2018

From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans”. Ian Beaver and Cynthia Freeman, product experts from Next IT-Verint, will present “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans” at 4:50 p.m. Artificial Intelligence Conference. May 1-2; New York City.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Fonolo

JANUARY 4, 2022

5 Popular Customer Service Benchmarks. chatbots compared to 42% of media and communications companies. consumers rate chatbot interactions as “very effective” in dealing with customer support problems. 37% of customers report using a chatbot on a website. Source: Bluewolf. with 41% using some form of A.I.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy 5 Popular Customer Service Benchmarks On average, a 1% improvement in First Call Resolution (F.C.R.) chatbots compared to 42% of media and communications companies. Source: Microsoft 37% of customers report using a chatbot on a website. compared to other sectors.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81