Creative Virtual

JUNE 7, 2022

Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat. Adding a virtual agent to an existing live chat deployment.

Virtual Agent 52

Virtual Agent Self service Chatbots Metrics 52

Fonolo

JANUARY 4, 2022

Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. Contact Center Trends 2022. 5 Metrics Every Medical Call Center Should Know. Contact Center Trends 2022. Contact Center Trends 2022. Contact Center Trends 2022. Source: Microsoft. Source: Gartner.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Playvox

JANUARY 13, 2022

We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. 2022 just might be The Year of the Contact Center Employee. Let’s take a closer look at these 2022 contact center trends. Employee Experience. That’s the good news.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. CSAT differs from other popular customer service metrics that are used by companies.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

CSM Magazine

NOVEMBER 3, 2022

The broad adoption of conversational AI for customer experience has been crucially delayed – despite AI’s potential to have a demonstrable positive impact on business and customer satisfaction metrics. Gartner ’s “2022 CEO Survey — The Year Perspectives Changed” revealed 91.5% of leading businesses invest in AI on an ongoing basis.

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52

JustCall

MARCH 29, 2022

Virtual agents can handle everything from ordering to tracking and query management. Typically, this involves measuring vital sales KPIs and metrics that affect sales performance. Agents deliver cold calls to prospects for sales. But, tracking its effectiveness requires a thorough analysis of call center metrics.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

TechSee

MARCH 7, 2022

Traditional performance metrics are not relevant for self-service. Monitoring and analyzing usage of alternative service channels with virtual assistance is more complex. Measuring Self-Service KPIs. Self-service KPIs have to be measured across multiple channels to calculate costs, effectiveness, and customer service success.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109