Eptica

SEPTEMBER 28, 2015

Share this page on: Tweet. As companies are becoming more customer-centric, this is approach is changing.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Customer Service Life

NOVEMBER 15, 2020

Are customers able to self-solve issues using our knowledge base and other self-help resources and how often? There’s also significant peer pressure in the contact center industry to adopt an omnichannel or multichannel strategy and be everywhere your customers are.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Global Response

JUNE 20, 2023

After clearing the backlog quickly and efficiently, we were able to help ASICS continue to scale—from 20 Global Response agents, to 30 and then to 40—while expanding their customer service channels, preventing backlogs, meeting customer demands and improving service levels. Of course, it depends on the call center.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Hodusoft

NOVEMBER 22, 2022

Why BPO Companies Must Adopt Multichannel Customer Support Center In today’s digital world, customers expect businesses to be accessible and accommodating at all times. BPOs are investing in multichannel customer support software so that they can offer their customers a choice of communication channels as well as an omnichannel experience.

Multichannel 52

Multichannel Customer Support Interactive Voice Response call center software 52

Fonolo

FEBRUARY 7, 2013

A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. If your self-service options are not helpful or easy to use, people simply won’t use them. Take advantage of some of the great technology available today and make your self-service platform smart. Really smart.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

CSM Magazine

AUGUST 6, 2021

Zendesk can support up to five brands, and multi-brand plugins can be used to support 300 brands, territories, company regulations, goods, and service levels. Freshdesk is a great Zendesk alternative that provides excellent customer service as well as several features at a low cost. Supports Multichannel. Multiple Brands.

Multichannel 52

Multichannel Self service APIs Sales 52

JustCall

APRIL 5, 2023

This Agent Assist leverages information available in the knowledge base, agent handbook, and other sources to enable agents to render the best possible advice given the circumstances. This feature offers real-time insights, suggestions, and supports to agents as they handle customer interactions.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. He is an expert on knowledge bases and is KCS certified.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Eptica

OCTOBER 24, 2018

Many companies are already moving in this direction: for example, online shoe store Zappos has switched from focusing on measures such as call time and tickets opened to Net Promoter Scores (NPS) and Personal Service Levels (PSL) for each of their agents. Share this page on: Tweet.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Eptica

JUNE 22, 2016

However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Organizations often have poor mechanisms to collect and share the information they have on customers, their products, services and processes.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Eptica

NOVEMBER 18, 2015

Over half (56%) of emails are answered manually by agents, who draft every response from scratch (rather than accessing a set of templates or editing an automatic reply generated by a knowledge base). If customers fail to receive a fast response, they may well email again – or even move to the more expensive voice channel.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Balto

DECEMBER 14, 2022

When call center productivity is measured as a percentage of occupancy or the total number of calls per hour, factors like service level objectives and staffing levels aren’t taken into consideration. Self-service channels can take a lot off your agents’ plates, making your contact center much more productive.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

NobelBiz

FEBRUARY 15, 2023

Unified Agent Desktop features case and incident management, call routing, web chat, social media, messaging, and email interaction, as well as a knowledge base for agents and customers. Adding this to multichannel support allows your agents to provide a fully-connected experience to your customers.

Call Center 52

Call Center Average Handle Time Multichannel First call resolution 52

NobelBiz

NOVEMBER 15, 2022

Unified Agent Desktop features case and incident management, call routing, web chat, social media, messaging, and email interaction, as well as a knowledge base for agents and customers. Adding this to multichannel support allows your agents to provide a fully-connected experience to your customers.

Call Center 52

Call Center Contact center software Contact Center First call resolution 52