Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Education 89

Education Wait times Personalization Surveys 89

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We give customers the opportunity to use the channel that they best prefer, and in the process, we direct volume away from the call center and reduce queues and wait times. We have also seen an uplift in almost all of our success metrics along the customer journey.”.

Contact Center 116

Contact Center Technology Self service Call Center 116

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 65

Education Chatbots Wait times Surveys 65

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. Another of the growing customer service technology trends has seen a rise in chatbots and automation. Thanks to improvements in AI and automation technologies, chatbots can now handle as much as 80% of customer needs.

Customer Service 75

Customer Service Chatbots Best practices Surveys 75