Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Source: HealthPayerIntelligence, September 2021.

Healthcare 59

Healthcare Net Promoter Score Average Handle Time Insurance 59

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

Uniphore

JUNE 16, 2021

You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*.

NPS 59

NPS Net Promoter Score Contact Center Call Center 59

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. Even after the plan selection and enrollment period has ended, consumers often continue to call to ask questions or request help resolving issues.

Healthcare 67

Healthcare Contact Center Customer Experience Call Center 67

Stella Connect

NOVEMBER 2, 2021

It’ll be off to the races as customers flock to your business with money ready to be spent throughout the holiday season, but with this all-out blitz of consumer spending also comes the inevitable: angry customers. Compared to last year, estimates suggest holiday shopping in 2021 will increase by at least 7%.

Contact Center 88

Contact Center Average Handle Time Interaction Brands 88

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

Playvox

OCTOBER 19, 2021

in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Hubspot found that 90% of consumers rate an immediate response as “important” or “very important” for customer service issues.

Contact Center 73

Contact Center Management Average Handle Time Call Center 73

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). Speed up average handling times (AHT) and increase first-contact resolution.

Insurance 52

Insurance Customer Journey Document Average Handle Time 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. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX, LLC.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

TechSee

JUNE 25, 2019

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. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. A Tata Consultancy Services survey found that 31.7%

Technology 122

Technology Customer Service Contact Center Call Center 122

ViiBE Blog

DECEMBER 21, 2020

Important KPIs to track: Time to diagnosis First contact resolution (FCR) Time to resolution Number of escalations Technical dispatch rate Average handling time. By standardizing KPIs, consistent and effective courses of action can be implemented based on the data. Want to learn more? Contact us!

2021 98

2021 Metrics Average Handle Time Call Center 98

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. It’s how you handle that feedback that makes a difference.

Customer Service 111

Customer Service E Commerce E-support Average Handle Time 111

ViiBE Blog

JANUARY 15, 2021

By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Co-browsing helps widen companies’ profit margins thanks to reduced customer support costs, specifically: Shorter average handling time Higher first contact resolution. What exactly is co-browsing?

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 helps widen companies’ profit margins thanks to reduced customer support costs, specifically: Shorter average handling time Higher first contact resolution. What exactly is co-browsing?

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

Comm100

APRIL 28, 2021

See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. . Average resolution time. These can be timed and appropriately factored into the overall number.

Measurement 53

Measurement Net Promoter Score Average Handle Time NPS 53

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

CSM Magazine

JUNE 23, 2021

Traditionally, support representatives have not been empowered to own the resolution process – spending an inordinate amount of time trying to understand the user issue but lacking contextual insight.

Average Handle Time 52

Average Handle Time 2012 2021 Technology 52

Oracle

OCTOBER 19, 2020

Drove more than 20% growth for its consumer products. Since launching the portal, the company reduced the average handling time of queries by 50% while absorbing a 200% traffic increase by utilizing advanced self-service and artificial intelligence. Drive data-powered, seamless marketing experiences.

Connections 47

Connections Average Handle Time Omnichannel Telecommunications 47