Average Handle Time Customer Care Self Service Technology 
TechSee
MARCH 19, 2019
Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.
BlueOcean
DECEMBER 18, 2023
Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.
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BlueOcean
MARCH 13, 2023
Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?
TechSee
JUNE 25, 2019
A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.
Natalie Petouhof
SEPTEMBER 12, 2018
” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster ! Faster time-to-value.
Think Customers
JANUARY 18, 2022
Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. Chatbots resolve simple tasks quickly and save associates time by eliminating manual tasks that can be easily solved by automation (and are low stress for customers).
COPC
JUNE 9, 2023
Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies. Moreover, the industry’s familiarity with leveraging IT systems makes it open to integrating AI technologies seamlessly. In the CX industry, these individuals are forecasters.
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