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

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Why Customer Journeys are the Key to Contact Center Optimization. Which behaviors impact key metrics?

Contact Center 40

Contact Center Self service Metrics Analytics 40

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

aircall

MAY 16, 2017

It is daunting to be responsible for the direction and outcome of everyone’s efforts, but passing the buck and refusing responsibility are sure-fire signs of poor management. Managers are expected to take into account the support team’s performance metrics and implement change accordingly. Customer support agent.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

TechSee

NOVEMBER 19, 2019

The goal of the move is to help the customer find the answers they are seeking in a fast and convenient way, without expending significant effort. Low effort is now seen as the key driver of customer loyalty. By tracking CES, businesses can make the necessary improvements to further enhance the customer experience.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19