InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. As a result, when a customer calls, the system can instantly access details like purchase history to help the agent prepare a personalized response.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 11, 2025

Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Self Service 139

Self Service Customer Experience Virtual Agent Average Handle Time 139

NICE inContact

MARCH 28, 2018

First Contact Resolution (FCR) – If you were to choose one other metric (other than CSAT) to measure customer experience that would be FCR, the ability to provide a resolution to customers issues the very first time they connect with agents. It turns out it is as much a customer experience metric.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

Talkdesk

APRIL 14, 2020

Getting help from virtual agents Virtual agents and chatbots usage is increasing across all industries. Providing 24/7 service: Virtual agents reduce customer service pressure by providing service around the clock. The chart below shows this behavior. During a crisis, it’s unacceptable.

Contact Center 81

Contact Center Virtual Agent Chatbots Average Handle Time 81

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72