Chatbots Contact Center Document First call resolution 
CCNG
SEPTEMBER 27, 2023
Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. Customer phone calls cost the company more money.
CCNG
JANUARY 31, 2024
Customers want better self-serve options to give them the right answer quickly in a multitude of different ways: chatbots, internal customer portals, external websites, and company apps. This Isn’t About Document Management It’s not about managing a huge database of documents that workers can scour for the answers.
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JustCall
MARCH 9, 2023
Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?
Balto
JANUARY 17, 2023
When it comes to healthcare contact centers, automation is far from new. So, why is automation — a technology that formed the foundation of basic call center operations — still slated to become a top trend in healthcare in 2023? How a Contact Center Staple Became a ‘New’ Trend.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Fonolo
DECEMBER 15, 2022
That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. The first step is deciding where to focus your efforts. The Executive Guide to Improving 6 Contact Center Metrics.
Serenova
MAY 29, 2020
The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it. What does it take to engage agents in this customer-centric era?
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