CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” About Shawna Fuller : I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Kayako

OCTOBER 29, 2015

If your support team isn’t using the same tools as the rest of the business this means it’s difficult to use the same tags, adhere to the same service level agreements (SLAs) and generate the same reports. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Comm100

MARCH 27, 2023

Higher education chatbots are expanding the services available to prospective and current students alike, even while cutting costs. In our higher ed survey , 95% of students said they are at least somewhat open to receiving support from a chatbot. Better still, students are overwhelmingly open to using bots.

Education 64

Education Chatbots Wait times Surveys 64

Comm100

NOVEMBER 13, 2022

In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. Another of the growing customer service technology trends has seen a rise in chatbots and automation. 76% of those surveyed now expect personalized experiences, highlighting the need for organizations to introduce these technologies. Surveys and polls .

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

Eptica

MARCH 31, 2017

Little wonder that 69% of retail CEOs surveyed by PwC said that they were investing in digital customer service technology, helping them deliver the personalised, seamless experience that consumers demand. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40