TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Real -time dashboards identify trends and “hot alerts” for high-impact issues.

Contact Center 116

Contact Center Technology Self service Call Center 116

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

Comm100

MARCH 27, 2023

During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.

Education 65

Education Chatbots Wait times Surveys 65

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. Expect to see this trend continue, as there remains much room for growth in this area.

Customer Service 75

Customer Service Chatbots Best practices Surveys 75