bold360 Blog

APRIL 1, 2020

Just as service reps are adjusting to the “new normal” of working from home, they’re seeing spikes in call volumes with historically-long wait times, high call abandon rates, higher rates of customer churn, and (predictably) lost revenue. Centralize and Scale Your Knowledge Base.

Call Center 95

Call Center Management Self service Abandon rate 95

Comm100

SEPTEMBER 4, 2022

Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations. Live Chat ROI Calculator. Conclusion.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

Inbenta

APRIL 14, 2020

4 chatbot use cases within the customer journey. A conversational agent can prove to be a particularly effective solution to accompany your Internet users over several phases, in a unified way, so let’s have a look at four chatbot use cases within the customer journey. A chatbot as an intelligence tool. A proactive chatbot.

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

Talkdesk

SEPTEMBER 8, 2020

7 steps for delivering a great customer experience during open enrollment As healthcare plans rush to secure member renewals while also maximizing new sign-ups, contact centers have the opportunity to leverage best practices and technology-enabled tools to contribute to the success of the business.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Netomi

MARCH 24, 2023

We notice that early-generation chatbots have limited functionality that keeps causing significant issues for its customers. The key is using AI in every step of the process, from discovery to optimization, to help increase conversion rates, offer upsell and cross-sell opportunities, and reduce abandonment rates.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Fonolo

MARCH 7, 2023

Examples include FAQ sections on websites, chatbots, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers. For example, a self-serve interaction that may have been done over the web last year may now be available via chatbot. Check the metrics.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. When structured to achieve clear objectives, inbound call centers can also be revenue-generating.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62