rethinkCX

JUNE 12, 2024

It is closely related to service level and can impact customer satisfaction. Quality Assurance (QA) Scores : QA scores assess the quality of interactions between agents and customers based on predefined criteria, such as adherence to scripts, professionalism, and resolution accuracy.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

SurveySparrow

FEBRUARY 22, 2024

Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Best Customer Retention Software to Try in 2024 There are different types of tools that help a business in retaining customers. Customer Feedback Tools When it comes to collecting and analyzing customer feedback, these tools play a pivotal role.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Lumoa

FEBRUARY 14, 2024

Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Today, 73% of customers want companies to cater to their unique needs and expectations. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

TechSee

JULY 10, 2024

Moving from Incremental Gains to Substantial Transformation In H1 2024, most AI implementations in CX primarily focused on incremental efficiency gains. The world’s leading telecom operators, like Verizon and Vodafone, have remarkable success stories in leveraging AI agents across the customer lifecycle.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

Magellan Solutions

APRIL 4, 2024

With a live chat agent, they can receive personalized guidance, have their doubts addressed, and be gently nudged towards completing that purchase—all while experiencing exceptional customer service. But that’s not all! It frees your agents to focus on more complex issues, reducing wait times and improving overall efficiency.

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Kustomer

NOVEMBER 7, 2023

It is also powered by AI, therefore enabling the best use of automation and analytics in your customer relationship management. Some key features of Freshdesk : An excellent ticket management system with support for categorization and priority-based scheduling.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

Kustomer

FEBRUARY 6, 2024

Provides real-time analytics and metrics, and generates reports about your conversations, team members performance, and customer base. ” A customer on Capterra said, “ServiceNow makes submitting tickets for issues across teams extremely easy and comprehensive.”

Software 91

Software Self Service Omni-Channel Knowledge Base 91