Magellan Solutions

JULY 20, 2021

E-commerce titans like Alibaba and Amazon forever changed the landscape of the retail industry, letting consumers purchase everything from electronics and clothing to household items with the click of a button. Finance is the number one industry of 2021. Reduction by 15% in Average Handling Time (AHT). E-commerce.

Call Center 52

Call Center E Commerce E-support Contact Center 52

Horizon CX

MARCH 19, 2022

As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue. December 2021. Artificial intelligence is also impacting every aspect of business life. I’ll be kind here but there are also those agents that simply talk too fast.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Policyholders are in control.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

TechSee

JUNE 25, 2019

Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Organizations now have access to huge amounts of data about their customers that can be used to provide personalized service and recommendations to targeted consumers. Emotion analytics. Gamification.

Technology 122

Technology Customer Service Contact Center Call Center 122

ShepHyken

APRIL 2, 2021

When communicating with angry customers , don’t let this misconception cloud how you approach the situation. in the first quarter of 2020, and expected to continue to rise throughout 2021. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT).

Customer Service 113

Customer Service E Commerce E-support Average Handle Time 113

ViiBE Blog

JANUARY 15, 2021

By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Co-browsing enhances an agent’s ability to communicate a product. With co-browsing, a more detailed product explanation is made possible by the agent’s ability to lead more in-depth product demonstrations in real-time. .

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Co-browsing enhances an agent’s ability to communicate a product. With co-browsing, a more detailed product explanation is made possible by the agent’s ability to lead more in-depth product demonstrations in real-time. .

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

Kustomer

JULY 1, 2021

While the past year forced consumers to shop in a whole new way, it also drastically accelerated digital transformation in a matter of months. Brands and consumers alike, who may have been hesitant to buy and sell online, are now embracing digital customer experiences like never before. So how do you deliver in this new digital world?

Retail 90

Retail Omnichannel E Commerce Brands 90

Comm100

APRIL 28, 2021

It also helps to develop stronger ties with your customers, as well as more effective communication with your employees. See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% Average resolution time. All for free, forever!

Measurement 53

Measurement Net Promoter Score Average Handle Time NPS 53