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Three Ways Call Centers Can Reduce Average Wait Time


Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). Let’s see how you can solve these challenges and reduce wait times.

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Embracing Digital Self-Service: The Future of Customer Interaction


In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. This statistic alone underscores the pivotal role that self-service platforms play in shaping customer satisfaction and retention.


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COVID-19: How Knowledge Base Management Enables Call Center Continuity

bold360 Blog

COVID-19 has caused massive disruption in the customer service and contact center space, on both the supply side and the demand side. Investing in self-service and digital support benefits your service agents, customers and organization. Centralize and Scale Your Knowledge Base.

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Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona.

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Empower Customers With Self-Service Blog #2

Enghouse Interactive

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

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Self-Service for Contact Center: The Definitive Guide


This makes the contact center business or department inefficient and unable to promptly solve more serious issues by generating long call queues and ramping up the wait time. The basic philosophy of self-service is that individuals should be empowered to achieve their goals rather than relying on contact center agents for assistance.

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Guest Post: How To Reduce Customer Support Tickets And Enhance CX?


This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. Create self-service solutions. She shares how you can reduce customer support tickets and enhance customer experience.