aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Which three customer support objectives represent your top priorities for 2018? Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Fonolo

MAY 22, 2019

Ventana’s Value Index for Cloud Contact Centers (2018). Gartner’s Magic Quadrant for CCaaS (2018). They had some tough words to say about chatbots in this report. In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Who wrote it: Ventana Research.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. Chatbots, for example, which provide an automated text experience, are becoming widely deployed.

Customer Experience 56

Customer Experience Average Handle Time Airlines Metrics 56

Cyara

JULY 9, 2019

LEX is one example of such a service that would be difficult, if not impossible to implement, in a premise-only environment.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

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Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots. Closely Monitor the Performance of Your Processes and Technologies.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Customer Service Life

APRIL 13, 2018

This article was originally published on CustomerThink on February 13, 2018. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. I had some agents averaging eight minutes and others averaging twenty.

Average Handle Time 79

Average Handle Time Chatbots Contact Center Customer Service 79