The Northridge Group

APRIL 25, 2023

For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario. Chatbots are also catching on in the healthcare industry.

Healthcare 67

Healthcare Technology Self service Chatbots 67

3CLogic

SEPTEMBER 24, 2021

They’re also fielding thousands of calls each day and attempting to maintain the industry standard of responding to 80% of customers within 20 seconds. These channels allow agents to connect with customers on a deeper level and address issues that are too complex to resolve via self-service solutions.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59

Fonolo

FEBRUARY 9, 2023

Whatever the story is, clearly we need to approach this “standard” with skepticism. If you have multiple skill groups in your call center, another issue arises. Averaging across the groups to get a single service level can obscure problems in specific groups.

Service level 142

Service level Call Center Abandon rate Metrics 142

AWS Machine Learning

NOVEMBER 22, 2023

Workshops – In these hands-on learning opportunities, in the course of 2 hours, you’ll be able to build a solution to a problem, and understand the inner workings of the resulting infrastructure and cross-service interaction. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock.

Engineering 113

Engineering Best practices APIs Government 113

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. If you have multiple skill groups in your call center, another issue arises. This is actually an argument against dividing your workforce into skill groups.

Service level 96

Service level Call Center Abandon rate Metrics 96

Hodusoft

JULY 16, 2021

In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success. Over 50% of customers across all age groups prefer phone communication to reach out to a service team, making it the most-used channel for customer service, a survey by Zendesk found.

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52