PeopleMetrics

NOVEMBER 1, 2022

When a customer does need help from a bank, they will likely be in a hurry and looking for a quick answer to their question. For some customers, this might be solved by sufficient self-service tools, while other customers may need short wait times to speak to a knowledgeable customer representative.

Banking 62

Banking Customer Experience Chatbots Accountability 62

Comm100

NOVEMBER 8, 2017

Agents should be able to keep track of things like customers who need to be followed up with, updates to policy, custom canned messages, shipping times, active discounts, and more. A live chat agent should be intuitive, and able to interpret your customers tone and emotions.

Customer Service 43

Customer Service Average Handle Time Benchmark Personalization 43

Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. The key here is to maintain enough balance between human and AI interactions.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52