Abandon rate Analytics Knowledge Base Self service 
pindrop
OCTOBER 12, 2021
At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. Pindrop research shows that up to 30% of customers struggle with KBA based identity questions, while more than half of criminals pass them.
JustCall
APRIL 3, 2024
JustCall’s team members’ analytics can help. Offer self-service options Customers often call with the same common questions over and over. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
NOVEMBER 30, 2018
By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies.
Hodusoft
OCTOBER 19, 2023
Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency. Cost Tracking and Analytics Cost tracking and analytics are also among the most critical strategies to reduce costs in your BPO contact center.
Noble Systems
JULY 15, 2019
Minimizes complaints and abandonment rate. 24/7 Self Service. Self-service options enable customers to solve issues on their own. This could be through accessing an online knowledge base, FAQs or tutorials. AI Assisted Services. Reduces agent and customer effort. Saves training costs.
Enghouse Interactive
JUNE 17, 2020
Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.
Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth.
Expert insights. Personalized for you.
52 
Let's personalize your content