Contact Center Report Self Service White Paper 
Uniphore
DECEMBER 17, 2021
Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. 68% of members reporting a positive experience.
NobelBiz
FEBRUARY 13, 2024
This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?
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SaleMove
MAY 14, 2021
In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.
Think Customers
APRIL 12, 2022
Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. They need the right tools for the job. Intelligent automation do’s: Use intelligent automation to empower associates.
Natalie Petouhof
AUGUST 15, 2022
“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. And they expect a “personalized service that feels unique to my needs.”
NICE inContact
NOVEMBER 9, 2018
Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.
Vonage
DECEMBER 6, 2018
They focus on digital channels while excluding voice in the contact center. Chat, social media, mobile apps and social media are all essential to modern customer service. However, by neglecting voice in the channel mix, the contact center is at risk of becoming disconnected from digital channels. Data visibility.
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