TechSee

JUNE 11, 2019

Truck rolls – or the need to dispatch a technician to a customer’s location – represent one of the largest costs in customer service operations, across numerous industries. Better remote resolution: a more efficient customer support process eliminates 90% of NFF dispatches. KPI #4: Average Handling Time (AHT).

Technology 117

Technology Customer Service Self service Contact Center 117

Fonolo

DECEMBER 17, 2019

2019 saw a resurgence in the use of SMS messaging by brands, along with massive growth in other messaging platforms like WhatsApp and Facebook’s Messenger. Over the last few years, social media and chat-based customer support have added an array of new channels to the contact center, each with their own nuances.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Voiance

DECEMBER 19, 2018

Most pharmaceutical operations take customer support calls. And in the US heading into 2019, many of these calls are likely to come in a language other than English. Is your organization equipped to handle them?

Average Handle Time 54

Average Handle Time Customer Support 54

bold360 Blog

JANUARY 10, 2019

So here we are, 2019. I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers.

Customer Service 49

Customer Service Chatbots Brand ambassadors Average Handle Time 49

TechSee

JUNE 25, 2019

Customers signals – such as clicks, views and purchases – are translated into predictions that deliver value-added personalization before customers even request it. Predictive solutions combine customer data with AI to determine intent and select the right next step to deliver the relevant customer support.

Technology 122

Technology Customer Service Gamification Contact Center 122

Global Response

MARCH 18, 2022

While customers want a smooth, streamlined experience, customer journeys may include shopping online, doing online research and comparisons, shopping in-store, using an app, looking on social media, making a phone call, reading Google reviews and more. Delivers top-of-the-line customer support and experiences ?.

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

ViiBE Blog

DECEMBER 21, 2020

billion in 2019 and is projected to reach USD 72.7 The time to invest is now. However, what exactly is remote assistance AR, and how does it boost a company’s productivity and customer satisfaction while reducing avoidable friction? billion by 2024. What is ticket tracking?

Best practices 98

Best practices Metrics Average Handle Time Technology 98

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Fonolo

MAY 7, 2015

Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes. Posted by Gary Vaynerchuk on Monday, June 17, 2019. Average Handle Time. CSat/NPS Score.

Call Center 126

Call Center Management Contact Center Coaching 126