CSM Magazine

OCTOBER 12, 2022

The internet of things (IoT) is a network of devices that are connected to the internet. In addition, Agent Assist can help to improve the overall customer experience by reducing wait times and increasing first call resolution rates. Self-Service. Video Conferencing. Internet of Things (IoT).

Technology 52

Technology Self Service Customer Experience Customer Journeys 52

CSM Magazine

JUNE 19, 2022

Newer technology like AR-powered video chat and live text chat can augment these experiences. Gartner estimates that support guided by an agent costs an average of $11 per contact, where self-service is closer to $0.10. Connect the pieces to create a holistic experience. What is a “Good” Customer Experience? The result?

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

SurveySensum

AUGUST 10, 2023

When you finally connect with an agent, they seem as clueless as you are about the issue you’re facing. The major reason for customer churn lies in the fact that how much effort they had to put in to get a certain product or service and this is usually unknown to the company. But hold up – the support section looks like a maze.

Effort Score 52

Effort Score Self Service Loyalty Tips 52

TechSee

DECEMBER 2, 2020

Got a problem – call tech support. Calling tech support and having a video call – well, that’s a whole different story. For example, the connection method is a critical factor; browser-based solutions tend to be effortless and drive higher adoption rates than app-based solutions. Sounds familiar?

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Magellan Solutions

AUGUST 16, 2021

One of the most effective ways we manage high volumes of inbound calls in your organization is ensuring every interaction with a customer includes quick-connect options for further contact. It should include a link or tab for connecting to live chat. Offer self-service options. Focus on FCR.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

ViiBE Blog

JUNE 1, 2021

Beyond merely saving your company on customer service personnel, customer self-service empowers your customers to find their own solutions. With younger generations increasingly averse to phone calls, many also prefer self-service. That can include self-service, text chat, or video chat.

Self Service 52

Self Service Net Promoter Score Knowledge Base Omni-Channel 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

Inbenta

SEPTEMBER 29, 2021

The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR). Put simply, a strong FCR is a good indicator that your team is providing excellent service. So, how exactly do you increase your first call resolution rate?

Self Service 59

Self Service First Call Resolution Knowledge Base Video 59

CSM Magazine

FEBRUARY 21, 2022

In this article, Yasar Jameel takes an in-depth look at omnichannel customer service. Connecting all the touchpoints and building an omnichannel customer experience can enhance your customer’s interaction with your company. All the channels are fully attached to your existing service framework.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

ViiBE Blog

AUGUST 11, 2021

These usually include a phone system , chat, email , and video calls. 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. Video calling. 5 essential contact center technologies.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Integrity Solutions

SEPTEMBER 28, 2023

Another common quality among those who provide great customer service is that they do it right the first time. That’s why it’s so critical to empower your customer service teams to focus on improving first call resolution (FCR). But automation, AI, AR, video and others are only tools.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

NobelBiz

JULY 25, 2023

Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. Customer Interaction Analytics is like having a superpower that allows us to listen, understand, and connect with our customers on a whole new level. Watch a short video demo here.

Interaction 98

Interaction Analytics Call Center Contact Center 98

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance. For us, this adjustment has been paying off.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

ViiBE Blog

AUGUST 18, 2021

ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. You have the option to save videos from customer interactions, which can help you determine if there are recurring issues among your customer base. What is an employee self-service portal?

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

ProProfs Chat

JULY 29, 2020

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. 8 Strategies to Improve Call Center Customer Experience. Personalize Every Single Call. Improve First Call Resolution (FCR).

Call Center 85

Call Center Customer Experience How To Knowledge Base 85