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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans.

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Key contact center metrics you should be tracking

CCNG

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, unlike CSAT, NPS isn’t a real-time metric.

Metrics 195
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Building The Contact Center of Tomorrow. Better Self-Service. More Effective Agents.

SharpenCX

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. Our Logic+ platform allows our customers to build advanced self service solutions. Our Logic+ platform allows our customers to build advanced self service solutions. We are building the Contact Center of Tomorrow.

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Empower Customers With Self-Service Blog #2

Enghouse Interactive

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.

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How Does Adopting Contact Center Self-Service Get You $7.91?

Babelforce

Self-service support seems too good to be true. And, with the right tools, it’s easy to offer phone-based self-service support too. And, with the right tools, it’s easy to offer phone-based self-service support too. Quick recap: what is self-service? It reduces customer service costs.

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Create powerful self-service experiences with Amazon Lex on Talkdesk CX Cloud contact center

AWS Machine Learning

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

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Empower Customers With Self–Service Blog #1

Enghouse Interactive

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. What Do Customers Need?