Coaching Gamification Interactive Voice Response Self service 
CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. All this costs more money. It’s a vicious cycle. It’s here to stay, and it will get better over time.
NobelBiz
FEBRUARY 27, 2024
Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. RELATED ARTICLE What is IVR?
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Outsource Consultants
SEPTEMBER 14, 2021
That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. — Let me help?”.
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.
DMG Consulting
MARCH 10, 2023
Gamification. Applying gaming techniques to more fully engage and coach agents can enhance CX and the employee experience (EX) while improving quality and increasing productivity. These solutions can be implemented in a few weeks but will take a few months to deliver the expected benefits. Intelligent virtual assistants.
Outsource Consultants
AUGUST 3, 2020
Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook.
Babelforce
MAY 19, 2022
Automated calling services can improve the way you handle your inbound calls too by routing calls more efficiently and providing IVR services to help your customers help themselves. It’s hard to imagine a modern outbound call center without an automated calling service. And it’s not just all about outbound calls either.
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