NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Use Next-Gen AI Reduce Handle Time and Service Cost.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Avaya

APRIL 10, 2019

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 25% reduction in agent turnover.

Contact Center 71

Contact Center voip Analytics Virtual Agent 71

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Multichannel 62

Call Experts

MAY 8, 2019

A study conducted on the Digital Customer Experience reveals that AI has the potential to significantly transform the process and most companies are already relying on these tools. Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. More Blogs Menu.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

EPIC Connections

FEBRUARY 19, 2019

A case study: A major financial company had automation, but the system was outdated. Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. We solved it! We solved it! We solved it!

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

Pointillist

SEPTEMBER 28, 2021

A recent CCW Digital market study found that contact center leaders are raising digital experience priorities to respond to this shift. A recent Pointillist study found that 41% of companies say they capture improvements in metrics like NPS and satisfaction, but are challenged to translate that into revenue or costs.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Uniphore

JUNE 10, 2021

Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Getting rid of outdated EX metrics and KPIs. Partner Call Center Agents With Digital Assistants.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. So what customer service KPI metrics are worth obsessing over?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

AWS Machine Learning

OCTOBER 16, 2024

The application offers trend dashboards customized to deliver actionable business insights, aiding in identifying key areas where agents allocate their time. This capability enables call quality agents to delve deeper into call components, facilitating targeted agent coaching opportunities.

Customer Service 71

Customer Service Scripts Coaching Finance 71

NobelBiz

JANUARY 10, 2021

A chatbot, also known as an intelligent virtual agent, is a program that can do activities independently while communicating with humans over a communication channel. However, this virtual agent can execute some jobs better than other interfaces. Why is it vital for a business? What are its advantages for contact centers?

Chatbots 52

Chatbots Contact Center Virtual Agent Scripts 52

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. Studies report that 70% of companies say this is true. CSAT vs. NPS .

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Fonolo

APRIL 4, 2023

Source: HubSpot 5 Metrics Every Medical Call Center Should Know 93% of customers say they are more likely to purchase again from companies that provide excellent customer service. Source: Salesforce 51% of agents without A.I. say they spend most of their time on mundane tasks, versus 34% of agents with A.I.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

CSM Magazine

NOVEMBER 3, 2022

The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience. When asked, “What is the most important task a virtual agent can accomplish for your business?”

Customer Experience 52

Customer Experience Telecommunications Virtual Agent Contact Center 52

JivoChat

MARCH 9, 2021

According to Business Insider, almost 40% of global internet users prefer interacting with chatbots instead of virtual agents. You need to offer them information that reinforces the benefits of solving their issues, such as statistics and case studies. Inbound Sales Metrics to Track. Conversion Rate by Lead Response Time.

Inbound sales 52

Inbound sales Sales Outbound sales Chatbots 52

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Studies show that computer-telephone integration r educes the average length of a call.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Studies show that computer-telephone integration r educes the average length of a call.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

RichCall

SEPTEMBER 13, 2017

And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents. Nationwide Building Society, a U.K.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64