InMoment XI

SEPTEMBER 26, 2024

Through the use of advanced AI technology, organizations can make sense of customer interactions from multiple channels, identify root causes of repeat issues using individual speaker analysis, and use those insights to create self-service customer journeys that deflect from expensive channels like call centers or in-store conversations.

Call Center 195

Call Center Self Service Contact Center ROI 195

Calabrio

MARCH 4, 2025

As a function that is deeply tied to understanding the Voice of the Customer , marketing stands to gain immense value from chatbot interactions, calls, support tickets, and more to improve acquisition and lifecycle marketing efforts. Book a demo with Calabrio today.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

BirdEye

OCTOBER 11, 2023

Provide faster resolution to customer queries Nothing improves customer experience than an immediate fix to a customer’s problem. Insurance companies should prioritize faster resolution and, if possible, “first call resolution.” First-call resolution should be the goal.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Solvvy

SEPTEMBER 20, 2022

Complementing your team with chatbots for customer service can help you meet the increased demand and execute a strategy that resolves issues faster and results in happier customers cost-effectively. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

Thematic

DECEMBER 15, 2024

Chat Transcripts Many customers prefer digital communications over phone calls. Chat transcripts from chatbots and in-app messaging take up an ever-growing share of customer interactions. Unlike voice calls they don’t need to be transcribed before they can be analyzed.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

Myra Golden

APRIL 11, 2023

Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. I did a live demo of Balto’s Real-Time Guidance in a webinar last year when I talked about my 3R De-escalation Method and contact center leaders loved it! Learn more about Balto AI’s solutions here.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

SurveySensum

AUGUST 10, 2023

AI Chatbots: Implement AI-based chatbots or virtual assistants that can engage with customers in real-time and provide instant responses to common queries. Improve Customer Satisfaction with CES Surveys – Request a Demo 5. Close the Feedback Loop Effectively With SurveySensum – Request a Demo 6.

Effort Score 52

Effort Score Self Service Loyalty Tips 52

ViiBE Blog

AUGUST 11, 2021

Like a call center, a contact center may use interactive voice response for the opening menu. Today, contact centers give customers more options than simply calling a phone number. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR) , net promoter score (NPS) in real-time.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

ViiBE Blog

FEBRUARY 28, 2022

This is a general view that does not take into account that live chat support has a big potential for chatbots. Having analyzed the usual inquiries for customers, you can build a database that your bot will refer to when solving customer’s issue. Consequently, it will increase costs and have a negative impact on investment.

e-support 52

e-support CRM ROI First Call Resolution 52

ViiBE Blog

FEBRUARY 28, 2022

This is a general view that does not take into account that live chat support has a big potential for chatbots. Having analyzed the usual inquiries for customers, you can build a database that your bot will refer to when solving customer’s issue. Consequently, it will increase costs and have a negative impact on investment.

CRM 52

CRM First Call Resolution ROI Return on Investment 52

NobelBiz

JULY 18, 2023

FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. Customers like having their concerns handled quickly, and addressing them in a single call not only promotes satisfaction but also saves call center resources.

Self Service 52

Self Service Contact Center Management Wait Times 52

NobelBiz

FEBRUARY 27, 2023

FCR First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation. Customers like having their concerns handled quickly, and addressing them in a single call not only promotes satisfaction but also saves call center resources.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

SurveySensum

DECEMBER 20, 2023

How to measure – To figure out the percentage of requests from self-help tools like your FAQs, chatbots, or knowledge base, divide the number of self-help requests by the total number of tickets. First-call resolution (FCR) measures customer satisfaction by assessing how many issues are resolved during the first call.

Metrics 52

Metrics Self Service Net Promoter Score Customer Service 52

SmartKarrot

MAY 2, 2023

When done right, call sentimental analysis helps organizations better understand their customer’s pain points, needs, and preferences, so they can tailor their products, services, and also communication strategies. Automated order management: Businesses can also use chatbot interfaces to help customers place their orders.

How To 10

How To Social Media Net Promoter Score Chatbots 10

Calabrio

FEBRUARY 27, 2025

Measuring Call Center Agent Performance: Key Agent Productivity Metrics While overall contact center productivity is important to track as well, it’s the performance of your agents that ultimately drives results. Book a demo to see how these tools can help you increase contact center productivity in 2025 and beyond.

Call Center 130

Call Center Metrics Contact Center Strategy 130

SurveySensum

MARCH 10, 2025

Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free Lets now discover some key use cases of conversation analytics to improve different aspects of business. How It Works: Reduces resolution time : Identifies frequently asked questions and automates responses through AI chatbots and knowledge bases.

Interaction 52

Interaction Analytics Social Media Analysis 52