CCNG

JANUARY 4, 2023

In this white paper we focus on the information made available to contact center agents. One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

APRIL 24, 2018

When it comes to customer service, the expectations keeps rising. Our favorite chart: Customer Experience Transformation Benchmark Study. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

When it comes to customer service, the expectation keeps rising. Our favorite chart: Customer Experience Transformation Benchmark Study. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service?

Contact Center 57

Contact Center Call Center Self service Surveys 57

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Older systems often don’t provide convenient access to KPI metrics. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49