CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. It’s here to stay, and it will get better over time. It would mean a savings of $1.7
Aspect
JUNE 4, 2020
They must know what to ignore and what to address in order to meet customer demands when facing disrupting events such as hurricanes, earthquakes, and pandemics — which levers to pull and when to manage the uncertainty brought on by these changes. annual improvement (decrease) in average handle times.
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ShepHyken
NOVEMBER 30, 2018
As an example, evaluate abandonment within your web self-service channels. Alternatively, dissect average handle time for your agents’ phone conversations. See why 550+ industry executives are joining us: view more event information.
JustCall
APRIL 8, 2024
However, unexpected surges can also occur due to promotional campaigns or external events. For these situations, businesses need flexible agent allocation to handle fluctuations. Introduction of new customer service channels (e.g., chat, social media) Customer preferences evolve over time. What is call center scaling?
JustCall
APRIL 3, 2024
During these times, customers often contact the company to seek clarification or report issues, which creates a sudden spike in call center call volume. Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction.
pindrop
JANUARY 8, 2021
Protect passively works in the background to monitor calls and account events to identify anomalies without requiring genuine customers to jump through hoops. . Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents.
8x8
OCTOBER 31, 2018
If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service. We look at it (self-service) as getting an answer to customers in a better way.”
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