Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Identify eligible queries. Monthly maintenance cost.

Self Service 116

Self Service Chatbots ROI Return on Investment 116

Talkdesk

MARCH 24, 2020

An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way. Knowledge Base Administrators. Knowledge base admins realize the same benefits from an AI-powered solution.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Inbenta

JUNE 17, 2021

Investing in a KMS takes time (training your team and implementing the system) and money (software costs, setup costs, and maintenance), so the more closely you track your goals the more you can improve your ROI: . Did we reduce the number of calls ? Did we reduce the average call time on the first contact?

Management 52

Management Strategy Knowledge Base First Call Resolution 52

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. The average customer service rep salary in the US is around $35k per year.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Talkdesk

SEPTEMBER 18, 2020

Deliver better bot interactions Be it promoting self-service for a better experience or for reducing costs, bots help with simpler queries so agents can focus on strengthening relationships and handling complex customer queries. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116