Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. New Challenges for Call Centers in 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

Comm100

OCTOBER 30, 2020

Best Chatbots 2020: Chatbot Providers that Stood Out of the Crowd. Ready to explore the best chatbots of 2020? It can also identify whether a customer is eligible for a promotional offer and upsell a deal automatically. The post Best Chatbots – Top AI Chatbot Technology in 2020 appeared first on Comm100. ROI Calculator.

Chatbots 59

Chatbots Technology CRM industry standards 59

Totango

APRIL 2, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. As we exploded in customer size in 2020, Totango allowed us to dynamically manage all our new customers. Manager of Client Success at Corvee, Verified Customer Review on TrustRadius.

industry standards 62

industry standards Upselling B2B Enterprise 62

Talkdesk

MARCH 12, 2021

It reduces the call centers average cost per case and improves upsell opportunities. Talkdesk has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service. Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Balto

AUGUST 3, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. 2020, February 17).

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020. Handpicked related content: The Golden Rules of Call Center SLAs.

Service level 96

Service level Call Center Abandon rate Metrics 96

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Compare your score to industry standards (by region, country, industry). Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114