ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 164

Customer Service Average Handle Time Contact Center Metrics 164

Uniphore

NOVEMBER 16, 2021

So with branches disappearing and banking customers transacting online rather than in person, how does this impact the customer experience? Banking contact center interactions are expected to remain elevated through 2024. The customer experience has shifted to the contact center.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Inbenta

DECEMBER 14, 2021

In a market where policies, coverage, and pricing are increasingly similar, AI chatbots give insurers a tool to offer great customer experience (CX) and differentiate themselves from their competitors. Let’s take a look at 5 insurance chatbot use cases based on the key stages of a typical customer journey in the insurance industry.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

JivoChat

MARCH 15, 2021

Omnichannel customer service Is made up of all the interactions that happen across the different channels between a business and a customer (or prospective customer). Its goal is to provide a seamless, positive customer experience across all channels. Deliver real-time support. It’s a win-win.

Customer Service 52

Customer Service Multichannel CRM Upselling 52