ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you consider that a great customer experience?

Customer Experience 238

Customer Experience Airlines Average Handle Time Contact Center 238

Natalie Petouhof

AUGUST 13, 2015

One of the reasons that more and more marketplace conversations are happening in social and digital networks is that it’s the first time customers have been able to talk to each other directly in ways that surpass the bulletin boards of yester year. Operationalizing Social Customer Care on Twitter.

Customer Service 91

Customer Service Airlines Customer Care Average Handle Time 91

Netomi

SEPTEMBER 30, 2021

Chatbots provide convenient, immediate and effortless experiences for customers by getting customers the answers they need quickly. Instead of scrolling through pages of FAQs or sitting through long wait times on hold to speak to an agent, customers can receive a reply in seconds. Increase customer engagement.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52