TechSee

JUNE 16, 2022

His achievements speak for themselves, from driving return authorizations approvals to 24 hours from 30 days, to reducing Monthly Abandon Rate to 3% from 20-30%. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartAction

NOVEMBER 22, 2023

ML is a powerful tool. It uses algorithms to parse data, learn from it, and then apply that learning to provide relevant answers. Realize substantial savings through deflecting calls to self-service channels such as a knowledge base. Skill-based routing lets you program your IVR to route calls to the most qualified agents.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

NOVEMBER 17, 2020

The Voice Channel Strikes Back. For many years, it seemed like technology companies were waging war on the voice channel. Lockdown illustrated just how crucial the voice channel is in a digital world. Voice is still the dominant channel in the contact center and will remain so for many years.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

MARCH 10, 2021

We’ll also take a look at the tools and technologies available for training call center agents. Apply call center training materials effectively. Develop a comprehensive call center training program. A training program. All of these can bring several benefits when incorporated into your agent training program.

Call Center 62

Call Center Scripts call center software Best practices 62

Pointillist

FEBRUARY 19, 2018

In this post, I will lay out why artificial intelligence is a game changer in CX, take a look under the hood at how AI is applied to CX, and explore use cases for how leading edge companies are already reaping benefits from AI applications in customer experience. Data insights are one of the primary tools for CX enhancement.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

Fonolo

MAY 13, 2019

” This, too, applies to the quality of its customer service. Miele University succeeded by building exercise programs to empower managers, supervisors, and leaders to sustain ongoing performance improvements around service excellence. What’s Inside: The Role of the Voice Channel. About CSPN.

Customer Service 96

Customer Service Technical Support Education Contact Center 96