CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. We advise businesses to set up 30-, 60- and 90-day benchmarks upon implementation. This increases morale, reduces churn and leads to less employee turnover.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Hodusoft

SEPTEMBER 23, 2021

The study throws up interesting insights that every customer service leader should know. . 25% headcount shift away from low-value calls due to self-service knowledge search . On average they handle more issues than self-service options. 40% reduction in inbound emails due to easy access to information .

Call Center 52

Call Center Surveys Self service Morale 52

Balto

NOVEMBER 8, 2022

This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system. The metric can be useful in determining how accessible the service is to customers by measuring the average speed of the answer.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Help Scout

JULY 13, 2021

If you sell something to them, you are (at least morally) responsible for their experience. Speed up your service: Try being a customer for a day to experience your service from their side. Read Email Response Times: Benchmarks and Tips for Support for practical advice. Be in touch: Invest in customer service.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

Enghouse Interactive

NOVEMBER 27, 2020

At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that 83% of consumers are happy to use web self-service systems in order to help themselves. Clearly, super agents are a step-change in the contact centre.

Self service 58

Self service Benchmark Scripts Best practices 58

Enghouse Interactive

JULY 29, 2021

of business executives (2020 NTT/DiData Customer Experience Benchmarking Study), see the customer experience that their organizations provide as a key differentiator and the number one indicator of their overall strategic leadership. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96