CSM Magazine
OCTOBER 27, 2022
Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.
Solvvy
SEPTEMBER 20, 2022
Customer service chatbots can answer simple questions and direct customers to the resources they need, which may decrease the demand for labor on a shift. Increased Employee Morale. Customer service agents can become disillusioned with their jobs, particularly when they have multiple impatient customers waiting in the queue.
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Natalie Petouhof
SEPTEMBER 12, 2018
List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Increase agent productivity, morale, retention (reduce attrition costs). MIT Sloan and BCG Study, 2017. Increase First Contact Resolution (FCR).
NICE inContact
JANUARY 17, 2019
Additionally, agents influence the morale of their team. Self-service tools are filtering out many of the simpler issues, leaving agents to deal with the more challenging ones. A thought provoking article in the January-February 2017 issue of the Harvard Business Review takes an in depth look at this very quality.
Nicereply
DECEMBER 22, 2020
If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. In between 2005 and 2017, CSI fluctuated between these two points. Customers also might take their frustration out on your staff, which lowers team morale.
Aspect
MAY 15, 2018
According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 In the case of the contact center, bad decisions result in unhappy customers, damage to the brand, loss of profit, poor employee morale, and lawsuits, among others. billion in 2025.
aircall
DECEMBER 13, 2018
Combining these two themes together, one could say today’s customer support leaders have a mandate to find cost-effective ways of attracting candidates, maximizing talent, and improving morale. How did your total annual customer support budget change from 2017 to 2018? Measuring Performance. Making Investments.
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