Nicereply
FEBRUARY 22, 2023
Robust career pathing in customer support is critical. In our conversation, Erin Willis , Program Manager of Vendor Management at ClassPass , shares their support story. Let’s explore how others can use their experience to shape programs that professionally develop support agents.
TechSee
MARCH 13, 2018
Artificial Intelligence was the talk of 2017. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. A major driver for the chatbot disappointment in 2017 was the inflated expectations.
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TechSee
APRIL 3, 2018
Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.
TechSee
NOVEMBER 6, 2018
Augmented Reality remote assistance takes this concept further by using AR and streaming videos to link the contact center and headquarters to the customer’s home or the field where the work is being performed, enabling agents to remotely solve hardware issues – seamlessly bridging the physical and virtual worlds.
RichCall
SEPTEMBER 13, 2017
Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.
Comm100
JANUARY 14, 2016
Gone are the days when companies could offer only phone and email options for customer service and technical support. These days, consumers expect easy access to customer service in every way possible. As the data suggests, the time for companies to move to proactive support methodologies is now.
TechSee
JANUARY 18, 2018
billion active units in 2017, representing 63% of 8.4 About TechSee : TechSee is the global leader in Visual Support technologies for the smart home. TechSee revolutionizes the customer support domain by providing the first intelligent visual support solution powered by artificial intelligence and augmented reality.
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