Remove Average Handle Time Remove Chatbots Remove Customer Service Strategies
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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems. Click here.

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Top 5 KPIs Every Live Chat Manager Needs to Track

Comm100

KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. If it’s high, you may need to add staff during peak busy times. What is your number of offline chats? Average handle time.

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Guest Post: The 4 Most Common Misconceptions About Customer Service

ShepHyken

For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. Misconception #3: Speed is the most important customer service metric. That number is up from 11.8%

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5 Key Components for IVA Success

Interactions

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service.

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5 Key Components for IVA Success

Interactions

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service.

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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

This can involve integrating your CRM system with your chatbot or virtual assistant or integrating your speech analytics tool with your quality assurance program. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

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HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™

Team HGS

After a review of the vast benefits of a bots-brains approach—including improved average handle time (AHT) and response time, lessening of Tier I labor, and improved CSAT, Lauren took on pressing questions from our attendees. Q4: Can you please elaborate on the self-learning aspects of these bots?