Innovative CX

JANUARY 30, 2020

For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C. It’s simple.

Customer Service Representative 52

Customer Service Representative Training Customer Service Chatbots 52

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Data from CX analytics comes from a variety of sources.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

TechSee

MARCH 4, 2024

Generative AI models require large amounts of data to learn from, and preparing this data can be time-consuming and expensive. Possibly the most expensive investment is the cost of AI runtime , typically measured in tokens, seats, or a usage-based license. However, a phone agent can only support one customer at a time.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

Generative AI models require large amounts of data to learn from, and preparing this data can be time-consuming and expensive. Possibly the most expensive investment is the cost of AI runtime , typically measured in tokens, seats, or a usage-based license. However, a phone agent can only support one customer at a time.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions.

Call Center 117

Call Center Training Technology Gamification 117

NobelBiz

FEBRUARY 21, 2023

From an operations perspective, this makes callbacks a very convenient tool to simultaneously boost customer satisfaction and interaction quality. Better workforce management Suggesting a callback when the agent is available benefits both the consumer and the agent. The former can better plan his calendar and manage his time.

Contact Center 52

Contact Center Abandon Rate Self Service Management 52

Solvvy

FEBRUARY 5, 2020

That said, customer expectations will vary from one industry to the next, so it’s important to take a personalized approach to determining your company’s plan of attack. Now you know what customer expectations look like in your industry—but how well is your team currently performing? .

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64