Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail. Share this page on: Tweet.

Report 68

Report Self Service Average Handle Time Contact Center 68

RapportBoost

OCTOBER 7, 2018

– Company CEO Tony Medrano to discuss how contact centers can leverage agent feedback, training platforms to drive agent performance, turn contact centers into profit centers – Los Angeles, CA. This sure gets our contact centers noticed by their CEOs and Boards.”. to 12:50 p.m.

Groups 63

Groups Contact Center Multi-Channel Average Handle Time 63

RapportBoost

NOVEMBER 25, 2018

– Event, sponsored by Talkdesk, to cover top priorities for contact centers on how to connect with customers, prospects via their preferred channels – San Diego, CA. The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels.

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner. Organization: AWS. Steve Nuttall.

Contact Center 52

Contact Center Average Handle Time Competitive Advantage Chatbots 52

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 112

Metrics Chatbots Average Handle Time Effort Score 112

eGain Blogs

FEBRUARY 7, 2020

” Knowledge improves call center metrics (KPIs). Using knowledge management in call centers (also called contact centers as phone is now just one of the many channels in use) is known to improve productivity of customer service agents, consistency in responses, the use of new information, and compliance with industry rules.

Call Center 52

Call Center Metrics Self Service Contact Center 52

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA.

Sales 40

Sales Contact Center Average Handle Time Employee Engagement 40

Interactions

FEBRUARY 13, 2019

One of the biggest challenges faced by contact centers is agent churn. Over time, agents get bored, disengaged, burnt-out and overwhelmed. Per a Contactbabel 2018 report, s taffing accounts for up to 75% of a contact center operational cost. With digital employees, there is no churn or attrition.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

RapportBoost

DECEMBER 2, 2018

– Independent judges panel named RapportBoost’s conversational analysis platform for chat one of leading enterprise products for 2018 alongside NewVoiceMedia, Domo, Bold360ai, Pega – San Diego, CA. RapportBoost.AI Learn more about how to supercharge chat conversations for your brand from the team at RapportBoost.

Innovation 40

Innovation Average Handle Time Contact Center Sales 40

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Published on: January 10, 2018. To transform customer experience it now provides its contact center agents answering voice calls and emails with instant access to Sheldon, its Eptica-powered knowledge base.

Customer Experience 49

Customer Experience Average Handle Time Knowledge Base Case Study 49

Press 1 For Nick

SEPTEMBER 13, 2020

And in the agent space, no one is more impacted by dated contact center software than the call center agents. Further, outdated technology makes it harder for companies to route customers correctly, keep average handle time low, and provide a sufficient number of self-service options.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Average Handle Time 52

RapportBoost

OCTOBER 3, 2018

The annual list recognizes trailblazers in the contact center and customer experience industries. Heidi is an incredible inside sales, contact center and live chat leader that cares immensely about both her P&L and the Jenny Craig brand,” said Tony Medrano, CEO of RapportBoost.AI. is the heart and soul.

Contact Center 40

Contact Center Average Handle Time Analysis Chatbots 40

RapportBoost

SEPTEMBER 28, 2018

September 28, 2018 – RapportBoost.AI , a Los Angeles based technology company that provides augmented intelligence solutions to brands that utilize conversational selling and conversational marketing to engage potential customers online, recently completed its first internship program. RapportBoost.AI RapportBoost.AI RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Technology Sales 40

Verint

APRIL 12, 2018

They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. These calls had the highest average handle time (AHT)—more than 19 minutes per call. Interested in learning more?

Analytics 31

Analytics Average Handle Time Contact Center Innovation 31

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important. In fact, a recent survey of U.S.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

VDS

MARCH 22, 2019

And in the agent space, no one is more impacted by dated contact center software than the call center agents. Further, outdated technology makes it harder for companies to route customers correctly, keep average handle time low, and provide a sufficient number of self-service options.

Omni-Channel 40

Omni-Channel Self Service Abandon Rate Average Handle Time 40

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” Andrew A: Average Handle Time is a great leading indicator for your business. And the contact center should be right in the center.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important. In fact, a recent survey of U.S.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40