Calabrio

MARCH 11, 2025

Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Focus efforts on the most pressing concerns It can be easy to get lost in the sheer number of customer interactions when trying to determine where to focus improvement efforts.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

TechSee

APRIL 21, 2021

Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.

Call Center 136

Call Center Self Service Innovation Contact Center 136

TechSee

NOVEMBER 19, 2019

The main purpose of the traditional IVR system is to act as a self-service option that enables customers to help themselves to quick solutions, while increasing the containment rate by avoiding transfers to live agents, thereby freeing them up to handle more strategic or complex enquiries. Press 2 to speak to a representative.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. AI can then assist the analyst to score and provide feedback. But there’s more.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Magellan Solutions

JULY 29, 2021

Your platform can take the initiative on outbound calls, helping your team sort through hundreds of prospects to find the people most likely to want your services or products. Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Pointillist

SEPTEMBER 28, 2021

Initiatives include “training staff for interactions in new channels, optimizing AI and self-service opportunities and improving integrations between touchpoints.”. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. Which behaviors impact key metrics?

Contact Center 40

Contact Center Customer Journeys Self Service How To 40