Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. What is a customer service KPI dashboard?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

SmartAction

MAY 6, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

TechSee

MARCH 7, 2022

It’s critical to understand customer-facing processes and pain points in every possible scenario in the customer journey to clear the way to efficient, intuitive, and successful self-service. Traditional performance metrics are not relevant for self-service. Measuring Self-Service KPIs. Conversational Platforms.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

SmartAction

MAY 6, 2019

This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. CSAT scores are the most popular and straightforward way to measure customer satisfaction. The metric measures sentiment towards your product, service or a specific interaction. For example, after a first purchase, prior to the renewal or following customer support interactions.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. Typically, contact centers would use a chatbot to increase sales or improve customer service via messaging services or boost their communication channel presence.

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

TechSee

NOVEMBER 19, 2019

Research reveals that 61% of consumers think IVRs provide a poor customer experience because they force them to listen to irrelevant options (63%), stop them from getting through to a live person (54%), present long menus (46%), and force them to repeat themselves (45%). Low effort is now seen as the key driver of customer loyalty.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19