eGain Blogs

APRIL 10, 2023

They are all focused on the customer service function but if also leveraged by other business functions, KM can help reduce costs across the entire enterprise! Call deflection Self-service helps deflect incoming calls and requests for human-assisted digital customer service (e.g., via messaging, chat, social networks).

Self Service 52

Self Service Management Contact Center Average Handle Time 52

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

Bold360

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. The Challenge: Service Bottlenecks. Something had to change. Add a Chatbot.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

Kustomer

JULY 8, 2021

I started at a company called Edify, which was a self service company. I spent some, I spent quite a bit of time at Genesys and then Vikas and I met when we were at 8×8. But those are expensive and so the average business can’t really adopt them, but with this AI stuff, it is actually a lot easier to implement.

Contact Center 98

Contact Center Self Service Consumers Examples 98

West Monroe

JUNE 22, 2022

KPIs are the heartbeat of service. Average Handle Time. While more than half of millennials would switch banks simply for a better mobile app , other customers (especially the increasing number who have suffered identify theft) still prefer automated telephony and are avoidant of internet-enabled banking.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Magellan Solutions

JULY 20, 2021

The strategy of this insurance firm is not working despite having customer support channels such as web chat, a self-service portal, and instant messaging. Reduction by 15% in Average Handling Time (AHT). We believe that progress shouldn’t break your bank, so our services remain flexible and competitive.

Call Center 52

Call Center Omni-Channel e-support Contact Center 52

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment.

Interaction 98

Interaction Analytics Call Center Contact Center 98

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 40

First Call Resolution Self Service Call Center Effort Score 40

Oracle

OCTOBER 19, 2020

This leading financial services company successfully empowered its employees with seamless, digital, and real-time experiences while providing its support team with a 360-degree, internal “customer” view to enhance service. Notably, almost 100% of employees—from bank tellers to board members—are now using the portal.

Connections 47

Connections Strategy Self Service Average Handle Time 47

Pointillist

SEPTEMBER 28, 2021

Initiatives include “training staff for interactions in new channels, optimizing AI and self-service opportunities and improving integrations between touchpoints.”. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations. Which behaviors impact key metrics?

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40