Mindtouch

AUGUST 21, 2019

A knowledge base is a self-serve repository of organized information that users can access through browse and search functions. Well-executed, a knowledge base can empower customer self-service and minimize inbound calls, thus promoting customer success. It’s available 24 hours a day, seven days a week. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Noble Systems

JUNE 2, 2020

Reduce Costs – Self-service options and more efficient workflows can get customer issues solved in less time and with fewer agents required. First call resolution, time on hold, minimal transfers, agent knowledge, etc. Read our ebook: Buyer’s Guide To Contact Center Technology. Want to Learn More?

Call Center 80

Call Center Management Contact Center First call resolution 80

aircall

JULY 7, 2021

Self-Service Analytics. Self-service analytics mine data from self-service communication channels, such as FAQs, blogs, and ebooks. Self-service analytics identify the most searched keywords, questions, and phrases so you can create better self-service channels.

Call Center 62

Call Center Analytics Self service Sales 62

SharpenCX

MARCH 5, 2020

Agents have entire customer history handy, so they can be more thorough with their resolution. Ultimately, increasing first call resolution. Get the ebook. There’s no question that all contact centers share a universal goal: to provide excellent customer service.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

BlueOcean

OCTOBER 6, 2020

Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey. This is what relevant service level metrics look like in today’s customer care center. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

ViiBE Blog

JANUARY 22, 2021

Thanks to the collaborative and AR tools available during the ViiBE call, the agents are able to better guide the customers through remotely diagnosing and resolving technical or challenging issues. Before ViiBE, I worked as a Telecom business engineer for the Orange Business Service account in Paris.

virtual call center 52

virtual call center Technical Support Engineering Self service 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59