Inbenta

AUGUST 3, 2021

The incoming flow of requests entering companies’ customer services can rapidly become overwhelming without a clear process in place. Implementing an intelligent FAQ system powered by technologies such as AI or NLP can boost search results and thus push customer satisfaction to the next level. What are the limits of traditional FAQs?

Customer Service 84

Customer Service Self service Chatbots Sales 84

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. On your path to CEO, you made a deliberate choice to put the customer before yourself.

Coaching 52

Coaching Metrics Marketing Enterprise 52

NICE inContact

JANUARY 31, 2019

To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . I could take you through a litany of common contact center terms and definitions … but why?

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

Quality Contact Solutions

DECEMBER 31, 1969

Sales Per Hour (SPH) : This metric is defined as the number of sales made divided by the number of hours and is common for telemarketing companies to use to measure success. Although the SPH is very significant it is just as important to know that it’s not the only metric that matters. Is it succeeding? Is it failing?

Telemarketing 40

Telemarketing Metrics Scripts Sales 40

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Customer Experience 56

Customer Experience Journey mapping CRM Surveys 56

InGenius

SEPTEMBER 3, 2019

So, if ever you have had any doubts about what this means or what that does, scroll through the list of CTI terms below and we'll provide all the answers you need. Call logging means recording the details of a customer interaction into a CRM at the end of every conversation. Caller ID (CLID or CID). Cloud-Based CRM.

Interactive Voice Response 83

Interactive Voice Response Call Logging CRM Journey mapping 83

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40