Playvox

APRIL 21, 2023

With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly. Supplement Live Channels With Self-Service Increasingly, customers show an interest in helping themselves with simple issues.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

pindrop

OCTOBER 21, 2021

Goal: Leverage business intelligence and real-time case management capabilities to enable faster response and increase customer satisfaction Customer Service – Omnichannel customer touchpoints (chatbots, email, video, voice, IVR, SMS), self-service, alerts that form the core of customer interactions.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57