SharpenCX
SEPTEMBER 30, 2020
COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Customer Experience is no exception. The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place. Read Next] Knowledgeable and friendly agents earn customers for life .
3CLogic
OCTOBER 7, 2020
Case in point, one in three companies began using live chat and interactive voice response (IVR) channels for the first time this year (2020). At the same time, while the adoption of digital channels has grown, 40% of customers will ultimately elect to contact a call center agent for assistance, especially if the inquiry is complex in nature.
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BlueOcean
OCTOBER 7, 2021
In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. Call Centers Go with the Flow.
Hodusoft
APRIL 17, 2024
billion in 2020 to USD 6.7 As per a study conducted by the Aberdeen Group, auto attendant technology can reduce customer service costs by up to 30 percent. Auto attendants can also provide callers with information about branch locations, ATM locations, and account services.
3CLogic
APRIL 20, 2021
It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Voice self-service takes it a step further.
Enghouse Interactive
FEBRUARY 9, 2021
Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. planned, 38.7%
3CLogic
MAY 26, 2022
Be sure to consider that your customers are savvier, your competitors are adapting, and your legacy system is holding you back. Customers Demand A Seamless Experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience.
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