NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Increased session length could.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. This makes good business sense.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

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 enables you to benchmark and compare performance and identify team and individual areas for improvement. Share this page on: Tweet.

Report 68

Report Self Service Average Handle Time Contact Center 68

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Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

eGain Blogs

FEBRUARY 7, 2020

Combine that with the fact that, according to another Gartner research, only 9% of customers report resolving their issues completely through self-service, and it is obvious that a massive proportion of customer service traffic is coming over these expensive channels. Average Handle Time (AHT).

Call Center 52

Call Center Metrics Self Service Contact Center 52