Playvox
JULY 31, 2023
However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.
Fonolo
OCTOBER 23, 2018
Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use. How to Set a Winning Service Level.
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Fonolo
FEBRUARY 26, 2020
Despite a considerable investment targeted at improving service levels and reducing waiting times for the CRA’s support channels, recent tests by the Canadian Federation of Independent Business (CFIB) show that service levels have worsened for the second straight year, primarily due to a lack of agent training and knowledge management.
Fonolo
OCTOBER 19, 2023
If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! This service level means that 80% of calls should be answered in 20 seconds or less. Those are good questions! Is 80/20 Right for My Contact Center?
Kayako
OCTOBER 13, 2015
We often look at self-service in terms of streamlining a process. The real reason that it’s worth creating good self-service content is that nothing beats it when it comes to building trust between you and your customers. It might be low-level distress (‘How do I change the profile image on my account?’)
ShepHyken
DECEMBER 3, 2021
Mapping out the ‘ease of doing business’ and essentially removing any barriers to service . Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels . Closing the Operational Gap.
CSM Magazine
APRIL 1, 2021
Notwithstanding your high level of proficiency in accounting, poor customer service all too often becomes an issue for clients. Today’s customers are looking for personalized service and that’s not an easy need to fulfil when you are busy working on the accounts. Offer Self-service.
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