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4 Qualities of Next-Gen Customer Self-Service

Mindtouch

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

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How Artificial Intelligence is Changing CX in the Contact Center

Fonolo

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience.

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Contact Center Trends 2021: The CX Watershed

Fonolo

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Which Topics Are Most Important for Your Customer Service Department in 2017? Call Center Trends 2017.

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Everything You Need To Know About Call Center Quality Assurance

JustCall

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Most companies only assess 3-10 QA calls per agent, and if you catch anything big, it’s probably just luck. Self-service channel.

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How Chatbots for Customer Service Improve Customer Support Metrics

Solvvy

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

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Transform Into a Modern Contact Center: The 7 Best Practices for Callback

VHT

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. So they’ll expect immediate gratification any time they contact you.

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Call Center Statistics You Should Know

Callminer

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – Thomas Dichter, Call Centers Return To The U.S. Call center turnover may be trending down overall.