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.

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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.

A 5-point plan for the new era of Customer Experience Intelligence

teleopti

Customer Experience (CX) is still the number one measure of strategic performance while 87.2% This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy.

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.

How Chatbots Will Enhance (Not Replace) Your Contact Center Agents

TLC Associates

The first chatbot said hello to the world over 50 years ago. Even with the advancements made in the 21 st century, there are still constraints on the chatbot experience. Rather than call center chatbots outright replacing people, they can provide ways to enhance the capabilities of your contact center agents. Here’s a snapshot of what that looks like: Lowered Pressure to Improve Average Handle Times. Customer service is a prime example.

To Improve Customer Experience Financial Services Firms Must Make Agent Retention a Priority

CSM Magazine

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. Customer Service Articles

A 5-Point Plan for the New Era of Customer Experience Intelligence

CSM Magazine

Customer Experience (CX) is still the number one measure of strategic performance while 87.2% This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy.

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.

Why a World Record-Setting Mentality is Critical in Customer Experience

Avaya

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement.

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.

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.

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

Bold360

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.

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).

Contact Center Trends 2020: A New Age for the Contact Center

Fonolo

This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. Change is the only constant trend.

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.

Top 5 KPIs Every Live Chat Manager Needs to Track

Comm100

KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. If it’s high, you may need to add staff during peak busy times. Customer satisfaction.

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.

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.

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

7 Pivotal Contact Center Trends for 2020

Transparent BPO

Brands will be immersed in customer-related data. The continuous deployment of and advances in artificial intelligence will provide brands with massive amounts of data on their customers while at the same time presenting the challenge of making sense of the data to improve customer experience.

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.

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

Who benefits from an AI-powered knowledge base?

Talkdesk

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers.

Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . In short, traveling customers will have even more *cough* baggage *cough* to handle than before. .

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Every time.

9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Every time.

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?

“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. RBC is where my customer experience, customer delivery, and service delivery expertise were nurtured,” he remembers.

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.

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?

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.

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.

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.

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.

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.”

How AI Solutions Are Improving Call Centers: How They Work for You?

Calltools

The software became a key call center tool because it helps route incoming calls to agents who have the right skills to solve the customers’ problems. Deciding who should receive a customer’s call isn’t always easy, though. The AI technology that powers chatbots hasn’t been perfected.