Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

Contact Center Customer Experience Best Practices

Callminer

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations.

Should You Come Clean About Chatbots?

8x8

How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Lively discussions ensued, centered primarily around chatbots. Setting Up and Maintaining Chatbots.

Build your business case to invest more in customer experience – Learn the metrics that move the needle

NICE inContact

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Call it any name NPS score, CX score or calculate it any which way, they all point to happy, satisfied customers.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

4 AI Trends that will Transform the Telecom Industry in 2019

TechSee

Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX).

New Year, New Agents: How AI is Breathing New Life into Customer Service

bold360 Blog

I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers. While customer experience is front and center these days, the experience of the customer service agent often gets overlooked. Here’s why: Chatbots will handle the grunt work.

Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

VocalCom

While some may think that AI is gradually replacing the human element of customer experience, new innovations in AI are actually bringing humans closer together. With Vocalcom’s AI-powered predictive behavioral routing, customers are matched with agents based on common personality traits to create rich and personalized conversations with a powerful human connection. When it comes to sales, every business knows that a customer’s comfort during a conversation is essential.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Heidi Rote of Jenny Craig, RapportBoost.AI’s Valued Client, Named Among This Year’s ICMI’s Movers and Shakers

RapportBoost

The annual list recognizes trailblazers in the contact center and customer experience industries. Our brand is too valuable to trust its conversations to a chatbot or to chat agents trained with outdated email or phone sales scripts. Heidi Rote of Jenny Craig, RapportBoost.AI’s

CX Thought Leaders July 2019

Cyara

Companies must now compete by delivering innovative, flawless customer experiences. Businesses are undergoing a process of digital transformation which is driven by customer demand for a more personalized, seamless and predictive customer experience, combined with internal pressure to reduce operating costs. customer experience automated testing contact center cx customer experience issues agile devops call center cloud performance testing

7 Contact Center Glossary Terms You Need to Know

NICE inContact

To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Putting your contact center in the cloud saves time and money… no more onsite systems to maintain, pay for or upgrade. The win-win here, machines don’t need to take breaks, or even sleep … and that means at least some ability to help your customers 24×7.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Use Next-Gen AI Reduce Handle Time and Service Cost.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Reviewing 2018 – our top 10 blog posts from the year

Eptica

Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. You might also be interested in these posts: How good is Santa at Customer Experience?

How to Avoid the Headaches of Digital Customer Service Integration

NICE inContact

We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software. Here’s our list of the biggest headaches of digital customer service integration and how to avoid them. Time is money, right?

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. So how can you reduce customer effort?

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Human touch is more important than ever to customers, which is why 2019 brings a new emphasis on this basic need. And it is these experiences that forge lasting connections rather than just merely serve the customer. Dive Deeper into Customer Intelligence with Analytics.

4 Myths About Chat Support. AI to the Rescue?

Customer Service Life

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. Myth #1: Agents can handle other channels while doing chats.

Product Series: Self-Service with Aspect Via™

Aspect

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today.

Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

Human touch is more important than ever to customers, which is why 2019 brings a new emphasis on this basic need. And it is these experiences that forge lasting connections rather than just merely serve the customer. Dive Deeper into Customer Intelligence with Analytics.

Why an AI Virtual Assistant Helped TechStyle Fashion Group Hire & Keep Better Call Center Agents

SmartAction

SmartAction’s cloud-based AI agents use data connections to greet TechStyle customers by their first name, anticipate their reasons for calling, and route the customer properly by using natural language understanding (NLU) to extract intent.

Addressing metrics gaps between bot-led and human-led service

Comm100

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Addressing metrics gaps between bot-led and human-led service

Comm100

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

5 Technologies That Reduce Customer Effort

VocalCom

The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Chatbots.

Making it easier for your agents to deliver superior CX

Eptica

At the same time, working in customer service is a stressful and high-pressure job. No wonder that an average of 21% of agents leave their jobs every year, with more than 1 in 5 companies experiencing annual attrition rates of over 30%, according to Contact Babel.

5 Benefits of Using Artificial Intelligence in the Contact Center

Outsource Consultants

This topic is discussed extensively in an article by Mitul Makadia , where he lays out the case for how AI can assist human customer service agents through machine learning and natural language processing (NLP). Technology is moving fast and, as a result, so are customers’ expectations.

4 Contact Center Reports Worth Your Time

Fonolo

Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Allow me to suggest something: It’s a great time to catch up on industry reading. Below are four reports that we think are really worth your time.

What is Knowledge Management?

Mindtouch

Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. And today’s customers don’t simply want easy access to relevant information—they demand it.

5 Must Haves for the 2019 Call Center

Talkdesk

AI, machine learning and automation have brought the future to the present and call center leaders who want to keep their businesses competitive in today’s economy must adopt the technology that will enable them to provide truly innovative customer experiences. They’re the ones interacting with your customers on a daily basis, so it’s important to ensure they’re happy and approaching all interactions with a positive attitude. AI is more than a chatbot.

3 Reasons to Consider Hiring Digital Talent

Interactions

Rose is a customer service representative (CSR). She is always friendly, answers calls or chats immediately, and knows each of her customers personally. A personalized experience — every time. Over time, agents get bored, disengaged, burnt-out and overwhelmed.

6 Tips for Satisfying Customers on the Voice Channel

VocalCom

With all the discussion of messaging apps, chatbots, and live chat, your company may think that the voice channel is a thing of the past. In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. Don’t force customers to be placed on hold.

Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience. Text Chat will be the first to be replaced with ChatBots. Text chat has less than 60% and ChatBots even less.

How To Reduce Inbound Call Volume

Quiq

According to McKinsey & Company , 57% of executives consider reducing call volumes their number one priority for the next five years, which is music to the ears of customers and contact center employees alike. Fewer calls can translate to fewer agents to handle those calls.

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”

SmartAction

Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. No company can afford to be a customer service laggard.

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years.