5 Ways to Reduce Holiday Lines and Customer Wait Time


If you wait too long, you miss them.” You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. 41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid shops if they perceive the queue to be too long.

How to Successfully Implement Customer Self-Service Strategies


“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use.

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. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.

The evolution of self-service technologies and the customer experience 


The evolution of customer self-service. Recent advancements in artificial intelligence (AI) and cloud technology are now being adopted by businesses and service-based organisations to create an automated consumer experience that is driving the evolution of customer self-service.

Improve Your IVR, Improve the Customer Experience


This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. In fact, The Greater Orlando Aviation Authority recommends arriving three hours before scheduled departure times. The IVR told her she could expect a 42-minute wait.

Guest Blog: 8 Exciting Ways AI Delights Customers


Faster reaction time. Forget IVRs and long wait times. Self-service. What’s most important in self-service, is that customers can connect through several channels, including the phone, email, website, messenger, and social media.

The #1 Time-Saver for Your Customers – AI


In a time when customer expectations are continually rising, businesses have found that customers don’t just want great service – they want fast service. We all know that customers are still making phone calls for service and support.

6 Tips for Creating a User-Friendly IVR System


When the situation is the latter, companies can pay a heavy price for wasting people’s time. Just as a company website may enable customers to make purchases and find answers at any hour, an IVR system needs to offer self-service benefits around the clock. Tell customers upfront if agents are unavailable at a certain hour, and offer them other self-service options. Menu options can be easily tagged so that your company knows how many times each one was selected.

Workforce AI: The Driverless Contact Center


It’s in the Uber app that minimizes your wait time after you hail a car. Innovations/Technology Workforce Management Workforce Optimization AI Artificial Intelligence contact center contact center workforce self-service WFM WFO workforce management workforce optiomization

5 Customer Expectations Your Brand Needs to Meet


A live chat invitation must be well-timed and assist the customer when he needs help the most. Self-service options are excellent for saving customers effort. However, there are times when customers simply want to speak to humans. According to Glance, 67% of customers hang up the phone when they are unable to reach a service representative. If you are using chatbots to provide service, make sure that human agents work alongside them.

4 Ways AI Agents Are Outperforming Live Agents


In an industry with fierce competition, it’s no longer just about the product or service – it’s also about the customer experience that occurs anytime a customer interacts with your brand. Customer service representatives simply turn over at a higher rate than most other jobs; in fact, turnover rates are around 33% with an average ‘lifespan’ of only three years. DTMF) and wait to be connected to a live agent.

AI will shape the future of digital banking


With the commoditization of banking services, the biggest differentiator for banks today is customer experience. With advances in automation technology, AI adoption is helping digital banks address several areas: Faster and More Efficient Customer Service. AI can analyze data and deliver information at speeds that are impossible to match for a human customer service agent. Therefore, AI can eliminate wait times and deliver more precise solutions.

5 Ways to Optimize the IVR Experience


Automated service empowers customers by saving them time. Here are five ways to optimize automated service with IVR menus. It’s also important not to overwhelm your customers with too many options, as customers may become confused or waste time. While it’s important to be specific, remember that customers want to save time. Make sure your IVR options relay only essential information and do not waste customers’ time with information they don’t need at the moment.

7 Best Practices for Implementing IVR in Your Contact Center

Bright Pattern

The goal of IVR is to automate frequent call center tasks to free up an agent’s time and reduce or even eliminate customer wait time.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


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. Post-call work time.

Digital disruption is changing our lives…and its impact on the contact centre is no different


The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment.

14 Critical Call Center Metrics You Should be Tracking


Service Quality. Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent.

Thriving in the Experience Economy – Build Robust CX in your Contact Center


Below are some key CX building blocks that every contact center should look at, to move beyond just servicing customers. Customers don’t want to wait in queue or getting transferred. Response time or handle time is getting to be less of a concern if the problem gets resolved right.

Why Customers Loathe Your Contact Center


All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), The result is an inadequate toolset for customer service agents and poor training. Long wait times: We are all extremely impatient consumers.

A Guide to Customer Service in the Customer Experience Era


The first way you can value your customer’s time is by not making them wait in a queue in order to speak to a representative. I n a 2017 survey, Arise found that nearly two-thirds of respondents were only willing to wait 2 minutes or less before hanging up and that more than 13% said no wait time was acceptable. It’s a common myth that customers won’t want to deal with automated customer care services. Customers have all the power.

How to Build a Compelling Business Case for Modernizing Your Contact Center


This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. By owning my own car, you will save on gas and you will have more free time (the benefit). However, you are concerned that long wait times are resulting in lost orders. Let’s assume you need better reporting and self-service options.

A Valuable Commodity: Spend Less, Save More, and Win Customers Over


Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business. How can you respect your customers’ time?

Will AI Mean Less People and More Profit in the Contact Center?

Taylor Reach Group

Service can be delivered by phone, email, web chat, self-service, mobile apps and social media as well as virtual agents. Contact Center Services Will be Augmented – Not Replaced. Virtual Agents provide zero wait times and will lead to fewer agents answering calls.

7 Tips to Improve Contact Center Customer Experience


We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Quick to Respond – Time is the new currency and the biggest impact on customer experience.

Survey Says: Customers are Willing to Share Personal Data


I like to change things up, but my husband orders the same two rolls every time we go. The server, who has waited on countless times over the last several years, asked if he was sure and didn’t he want his usual order.

Advantages of Using Call Centre Software in E-commerce Industries


A prospective buyer can only ask a question related to the product by filling in a form and then wait for a response from the seller. There is no wait time. IVR self service A layered CC solution may place an IVR as the point of entry for a caller.

How Callback Can Easily Integrate With the Latest Contact Center Technology Trends


Callbacks have proven effective for lowering wait times, decreasing abandons and improving customer experience (CX) for many years. If a chat customer needs to speak with a human, callback saves the work of dialing in, stepping through the phone queue and waiting in line.

CX-Ray Vision: The Experiences You Need In Your Business


Give your sales, operations, and customer service teams and supervisors some serious superpowers, with 8x8 Contact Center : CX-Ray Vision : See inside the entire customer experience pipeline. 8x8 Contact Center lets supervisors “whisper” suggestions in real time without customer awareness.

Up Your Customer Service Game by Leveraging What You Have


In fact, just 13% of organizations self-rate their CX delivery at 9/10 or better according to Dimension Data. Often, whoever gets to the phone first is the front line for customer service. Reveal Call Wait Times So Adjustments Can Be Made.

How Artificial Intelligence Impacts Your Customer Experience


Here are just some of the ways AI is already being used: Improved Self-Service – Customers want their issues resolved immediately and choose the brands that deliver this level of service. AI-powered chatbots enable this to happen by providing 24×7 service.

Guest Blog: Moving Past The Fairy Tale – 5 Examples of Great Service


This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models.

How to Improve Call Center Customer Satisfaction (CSAT)


Basically, you measure the percentage of customers that is satisfied (or very satisfied) with your services. You need to ensure you provide service in the channel or – more likely – channel s that your customers want to reach you in. Chances are they spend a lot of time on Social Media platforms, are actually ok with self-service and interacting with a bot. Offer Self-Service and Automation – Correctly.

How to Turn Social Media Customer Service into a Marketing Strategy


Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. The room I spoke in this year was three times larger than last year’s room, and we packed the house.

6 Things to Do When You’re Put on Hold


In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service.

RFP Questions to Ask About AI in the Contact Center


You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. 1 Describe your current AI capabilities and services. #2

Steps to Track your Call Center’s Performance using KPIs


1) What is the type of your call center, is it related to sales, service or support? 2) Are you assisting your agents with necessary feedback to help them provide excellent service to your customers? 4) Do you expect different queue time depending on the channel? b) Average Handle Time or AHT is the average duration of one transaction taken during the initiation of a customer’s call to the end moment till the issue is resolved.

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience. Back to spending more for service.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions


Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Use Next-Gen AI Reduce Handle Time and Service Cost.

First-time Resolution –Driving Enhanced Customer Experience

Enghouse Interactive

Many businesses spend vast amounts of time analysing what their customers want and try to understand where to invest, their time, money and resources in order to drive the optimum customer experience. Adding to this, short queue / wait time for response was also ranked highly. Technology can play a key role in helping to achieve this and here we explore a few ideas on how you can use it to improve first time resolution.

CRM 40

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Being responsive and getting back to potential customers in a timely manner.