Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) There’s some overlap with our recent post Chatbots Won’t Save Us From IVR Hell , we also covered chatbots in our most recent webinar.). White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Aspect

MARCH 7, 2018

I was able to order an on-demand ride, pay for my Starbucks, manage my bank account, and order dinner on the ride home. They can interact with their provider over SMS, without being put on hold, resolving urgent issues quickly and having their questions answered without straining live resources and costs.

Healthcare 51

Healthcare Self service Banking Accountability 51

pindrop

OCTOBER 12, 2021

According to a Forrester report 1 , a North American bank reported that knowledge-based authentication (KBA) has had a 25% false reject rate, which resulted in an unacceptable level of customer dissatisfaction. Adopting voice biometrics allowed the bank to reduce false rejects to less than 3%. The Real Cost of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Your bank details are on file so you should see a deposit from us in the next 24 hours. Warm transfers provide the context and insight needed by the next party making every interaction personal, continuous and efficient.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Enghouse Interactive

APRIL 28, 2019

Cost Savings – Per a January 2018 McKinsey Contact Center study: with new Agent training and ramp-up time, direct cost to the contact center runs in the range of $10,000 to $20,000. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Cost Savings – Per a January 2018 McKinsey Contact Center study: with new Agent training and ramp-up time, direct cost to the contact center runs in the range of $10,000 to $20,000. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT. Lost productivity due to unengaged agents doubles these loss estimates.

Quality management 40

Quality management Management Scripts Call flow 40

Stratifyd

MARCH 19, 2019

If a customer downloads a mobile banking app, they expect to deposit a check, transfer funds, or pay a bill seamlessly. The lack of a QA system could quickly result in a poorly functioning IVR system, leading to customer frustration or complete loss of a customer. The moral of the story is: QA = happy customers.

Interactive Voice Response 9

Interactive Voice Response Morale Banking Engineering 9

Pointillist

MARCH 1, 2019

Integrate Structured and Unstructured Data Easily Integrating customer interaction data across channels such as IVR systems, chat transcripts, website, social, messaging, etc. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 1, 2019

Integrate Structured and Unstructured Data Easily Integrating customer interaction data across channels such as IVR systems, chat transcripts, website, social, messaging, etc. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 40

First call resolution Call Center Self service Analytics 40