TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. TOBi to handle a range of customer service-type questions.

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. Object Recognition.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. Check out these videos. Easy-to-use, integrated agent desktop delivers productivity.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

TechSee

JULY 17, 2018

A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. During the IVR conversation, the customer is requested to upload an image or video. Assisted Service. Self Service.

Wait Times 114

Wait Times Self Service Meeting Call Center 114

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Elimination of unnecessary tech dispatches: by empowering customers to self-resolve issues, the frustration of waiting for a technician visit is often avoided. KPI #4: Average Handling Time (AHT).

Self Service 117

Self Service Technology Customer Service Contact Center 117

Uniphore

DECEMBER 17, 2021

Nearly half of brands fell below the industry average in this category, pinpointing an anchor that’s weighing down the industry as a whole.” Members Have the Most Positive Experiences with Video Chat. A Forrester study found that video chat is the most emotionally successful communications channel for health plans, with.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true. As organizations make.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The Power of Visual Automation. Bringing visual automation to contact centers. Benefits to agent productivity.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

TechSee

OCTOBER 19, 2021

B&H Photo Video is a NY-based photo and video equipment retailer that invests in its staff to ensure everyone is a product specialist capable of helping customers make informed decisions about the products that best meet their needs. This video says it all: Better Instruction Manuals. Training Videos.

How To 124

How To e-support Self Service Retail 124

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

AWS Machine Learning

JULY 29, 2022

There is a challenge at every point in the contact center customer journey—from long hold times at the beginning to operational costs associated with long average handle times. We cover the following topics in this post: Reference solution architecture for the self-service AI. Deploying the solution.

Contact Center 117

Contact Center Self Service Resources Average Handle Time 117

Oracle

OCTOBER 6, 2019

Hear what the CX leaders have to say in our video interviews and read their quotes below. How many people are getting through the self-service funnel? Where is that self-service occurring, and how many people are you able to put through that self-service tunnel or funnel so they can come in and get the answers?

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

TechSee

FEBRUARY 3, 2020

When it takes longer to find the right resolutions, a higher Average Handling Time (AHT) will follow. Likewise, field service technicians can use their smartphone cameras to easily transmit images and videos of issues to remote supervisors for immediate assistance, eliminating the need for follow-up visits.

Knowledge Base 109

Knowledge Base Contact Center Customer Service Self Service 109

TechSee

DECEMBER 2, 2020

Calling tech support and having a video call – well, that’s a whole different story. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Remote support is a valuable addition to all customer service channels. Got a problem – call tech support.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Oracle

OCTOBER 1, 2019

Chat queues benefit from careful monitoring for courtesy and with an eye toward reducing the average handle time per customer. Round-the-clock service. A chatbot can pop up on any product page to provide more information, a video or a coupon code, for instance.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

FEBRUARY 1, 2021

The company is also relying on AI to support its maintenance procedures: the telecom giant is using drones to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. Robotic process automation (RPA).

Trends 107

Trends Industry Telecommunications Chatbots 107

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 75

First Call Resolution Self Service Call Center Effort Score 75

Kustomer

AUGUST 15, 2022

They saw reduced average handle time, an increase in the number of customer conversations had, and an overall more convenient customer experience. In fact, 52% of organizations are preparing to be able to service customers via live video over the next three years. . Self-Service Tools.

Self Service 59

Self Service Customer Experience Omni-Channel CRM 59

Team HGS

JUNE 14, 2017

In simpler cases, it may be text or a how-to video. In simpler cases, it may be text or a how-to video. For example, with a product failure issue, with proper channel guidance, a customer could get routed to an auto chat that prompts them to enter a serial number, which then pushes videos, and manuals, specific to that product.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Upstream Works

JANUARY 25, 2022

At the foundation of digital transformation for contact centers are the blending of human and self-service automated engagements to provide a continuous omnichannel CX. This empowerment can help drive massive improvements in critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), and more.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

TechSee

JUNE 25, 2019

Facial recognition identifies and verifies an individual by comparing facial features from a digital image or video to a face database. Computer vision AI technologies involve the processing and analysis of digital images and videos to automatically understand their meaning and context. billion worldwide by 2025, with a CAGR of 22.9

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. 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. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Think Customers

MARCH 2, 2023

Myron said other areas where contact centers will increase technology investment in 2023 include self-service automation and conversational AI/chatbots. We see the highest concentration in strategic and minor investments planned around things like intelligent virtual agents, video chat, and augmented reality,” D’Antonio added.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Solvvy

JANUARY 7, 2020

Your glossy influencer campaigns and slick videos are no match for a horde of angry customers. What types of support requests do you prefer to handle via self-service v. a guided service experience? How quickly do you expect a company to respond to a customer support request via social media?

Customer Expectations 48

Customer Expectations Self Service How To Average Handle Time 48

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. 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. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Magellan Solutions

DECEMBER 5, 2023

Competent agents are more likely to address clients’ concerns on the first call, which decreases follow-up calls and frees up agents to handle more calls. Implement Self-Service Options. Using metrics and KPIs like cost per call, service level, average speed of answer, average handle time, etc.,

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. This metric should not be used as the only measurement for customer service knowledge effectiveness. calls, emails) should decrease.

Metrics 40

Metrics Measurement Self Service Customer Service 40

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. Watch a short video demo here.

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

ViiBE Blog

AUGUST 17, 2021

Using video communication technology to reach SDG 9. What is an employee self-service portal? Natalia Barszcz. 26 August 2021. How can you measure customer satisfaction? Natalia Barszcz. 25 August 2021. Vivek Kadahalli Ravikumar. 24 August 2021. Knowledge management. Charles Street. 23 August 2021.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. For processing claims, a chatbot can collect the relevant data, from asking for necessary documents to requesting supporting images or videos that meet requirements. Policyholders are in control.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

Martin Hill-Wilson

JUNE 12, 2015

To summarise the key points I’ve already covered in the first post : Large scale service interactions via non voice channels are still new(ish). However we can now expect text and video channels to grow rapidly due to wholesale changes in customer behaviour. Would live video help make a purchasing decision easier?

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Leadership 40