InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Primary uses of the dashboard include: 1.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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. Visual customer assistance and agent decision support are evolving symbiotically. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

TechSee

NOVEMBER 3, 2020

This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand. Growing focus on reducing customer effort.

Self Service 109

Self Service Contact Center Workflow Contact Center Social Media 109

TechSee

DECEMBER 9, 2020

When an agent has to log in to the ticketing system, the CRM system, and then the payment system, it takes longer for him to do his job, negatively affecting operational efficiency as well as customer satisfaction. Unattended RPA generally works autonomously in the background, such as monthly invoice processing or customer reminders.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

MiaRec

APRIL 25, 2023

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Our joint solution has helped many contact centers gather tailored insights to transform their contact center workflows.

Call Recording 52

Call Recording Analytics Contact Center Workflow Contact Center 52

AWS Machine Learning

SEPTEMBER 22, 2022

You can use targeted sentiment for business-critical processes such as live market research, producing brand experience, and improving customer satisfaction. Scenario 2 – Real-time call center analytics to determine granular sentiment in customer interactions. In the following sections, we discuss each use case in more detail.

Social Media 90

Social Media Contact Center Hotels Analysis 90

Talkdesk

FEBRUARY 5, 2018

Many have, however, reached a consensus regarding its likely impact on contact center workflow. Customers will not need to wait for live agents to discuss basic billing or informational issues; self-service will help them conveniently get the answers they want – on their own terms.

Self Service 40

Self Service Contact Center Workflow Contact Center Report 40