3CLogic
MAY 26, 2022
According to Adobe’s study into digital trends, many organizations are feeling the effects of not prioritizing the customer experience. In Adobe’s study, senior executive respondents agreed the events during this time rewired customers to be digital-first. Do you have customer service survey results?
Enghouse Interactive
FEBRUARY 9, 2021
Per Metrigy’s * most recent study, 71.6% of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. If desired, the call flow can be routed to live agent support. Let’s look at the four most notable ones: Intelligent Routing (32.9% planned, 46.5%
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Balto
NOVEMBER 22, 2022
According to a Gallup Panel study , employees who feel they had an “exceptional” onboarding experience are 2.3 According to our recent survey of over 200 agents and 200 managers, two out of three agents want more personalized, engaging onboarding experiences. Online learning management tools? Personalize Your Meetings.
NobelBiz
FEBRUARY 7, 2022
Reporting is essential for managing your IVR system To improve your IVR over time and tailor your contact center services to customers’ issues, it is critical to examine your call flows and callers’ behavior. According to a study, 62% of customers prefer to contact with businesses via email for customer support.
Enghouse Interactive
APRIL 28, 2019
Cost Savings – Per a January 2018 McKinsey Contact Center study: with new Agent training and ramp-up time, direct cost to the contact center runs in the range of $10,000 to $20,000. Coupling these improved ratings with a basic system of rewards (even small giveaways) can be a very powerful motivator.
Enghouse Interactive
MAY 21, 2019
Cost Savings – Per a January 2018 McKinsey Contact Center study: with new Agent training and ramp-up time, direct cost to the contact center runs in the range of $10,000 to $20,000. Coupling these improved ratings with a basic system of rewards (even small giveaways) can be a very powerful motivator.
Robert Davis
MARCH 2, 2017
RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We take this approach when developing call flows, in our interactions in leadership development and in teaching leaders how to use this approach with their people. Cable/Satellite Provider.
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