ConvergeOne

APRIL 20, 2021

Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. Let’s look at a customer case study. ConvergeOne has worked with this customer for three years, and all their customer experience metrics are pointing in the right direction.

Customer Care 56

Customer Care Analytics Self service Contact Center 56

ConvergeOne

APRIL 20, 2021

Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. Let’s look at a customer case study. ConvergeOne has worked with this customer for three years, and all their customer experience metrics are pointing in the right direction.

Customer Care 40

Customer Care Analytics Self service Contact Center 40

Global Response

FEBRUARY 13, 2022

With an outsourced call center, all of this is taken care of as part of your service package, leaving your internal team free to work on important business questions and processes like project management and product development. With so much changing across the customer journey today, flexibility is more important than ever.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

Global Response

FEBRUARY 1, 2024

Are your customers waiting for a significant amount of time to talk with an in-house representative? What is your monthly and annual budget for customer care and support? Consider both the initial costs and the potential revenue from increased customer satisfaction and loyalty.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. One of the biggest changes for contact centers that will result from the implementation of chatbots and voicebots is the need to re-think quality metrics.

Quality management 18

Quality management Management Average Handle Time Chatbots 18