Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. During times of crisis, customer needs change. Digital Transformation Is Here to Stay.

2020 109

2020 Average Handle Time 2021 Consumers 109

Uniphore

JUNE 10, 2021

It’s no secret that better coaching creates more effective agents and better overall customer interactions. 63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Did you know?

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

ViiBE Blog

AUGUST 17, 2021

August 17, 2021. CEM takes data from all customer interactions and analyzes it in order to design the perfect customer service system that will not only meet, but also exceed their customer expectations, thus increasing customer satisfaction, brand loyalty, and overall business performance. 26 August 2021. 25 August 2021.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. And shift we did.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Consumers faced long wait times to reach an agent. Post-interaction analytics.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Stella Connect

NOVEMBER 2, 2021

It’s why the service interactions taking place between your agents and your customers matter so much during the holiday season. Compared to last year, estimates suggest holiday shopping in 2021 will increase by at least 7%. Revenue, which any business needs to survive, is at stake. Know What Types of Inquiries to Expect.

Contact Center 88

Contact Center Average Handle Time Interaction Brands 88

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

Uniphore

JANUARY 21, 2022

Unlike human compliance agents, artificial intelligence can quickly and accurately analyze 100 percent of interactions—including recordings and live conversations—and flag discrepancies, omissions or incomplete disclosures before they become bigger issues. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement.

Healthcare 59

Healthcare Net Promoter Score Average Handle Time Insurance 59

Talkdesk

SEPTEMBER 8, 2020

Members and caregivers are already under stress due to the ongoing COVID-19 pandemic and will only have a limited number of weeks to make healthcare choices for 2021. During this busy time, health plan providers need to ensure they accommodate the demands of new and re-enrollments while still meeting the expectations of existing customers.

Contact Center 67

Contact Center Healthcare Customer Experience Call Center 67

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

CSM Magazine

DECEMBER 18, 2021

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. As we aim to evolve customer experience over time, many of us are identifying problems with these types of surveys.

Contact Center 52

Contact Center Average Handle Time 2022 NPS 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. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents. Reduce handle times through automation and integrations.

Contact Center 73

Contact Center Management Average Handle Time Call Center 73

CSM Magazine

OCTOBER 6, 2021

“Calabrio is proud to recognise and support the strides our customers are making in more human-centric interactions. Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 52

TechSee

JUNE 25, 2019

In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans.

Technology 122

Technology Customer Service Contact Center Call Center 122

Horizon CX

MARCH 19, 2022

Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. December 2021. Score: Humans 10 – Technology 5.

Customer Journey 52

Customer Journey Seminar Touchpoint Average Handle Time 52

ViiBE Blog

DECEMBER 21, 2020

Adopt Visual and Interactive Support. Augmented reality remote assistance is an emerging technology that allows experts to visually interact with customers or field agents. With AR remote assistance, agents are able to see and interact with the customer’s environment, giving the agent more case-specific information.

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. That number is up from 11.8%

Customer Service 112

Customer Service E Commerce E-support Average Handle Time 112

ViiBE Blog

JANUARY 15, 2021

This means that agents can neither see nor interact with specific elements of a webpage, like a credit card field or anything else personal. Co-browsing helps widen companies’ profit margins thanks to reduced customer support costs, specifically: Shorter average handling time Higher first contact resolution.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

This means that agents can neither see nor interact with specific elements of a webpage, like a credit card field or anything else personal. Co-browsing helps widen companies’ profit margins thanks to reduced customer support costs, specifically: Shorter average handling time Higher first contact resolution.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

Natalie Petouhof

AUGUST 15, 2022

In 2021, 67% of millennials dropped a brand because of a single bad experience, per my research. This was the norm in the past, but today customers want and demand personalized interactions. Matching products or services with ‘average customers’ can easily fail as average customers simply do not exist,” the book stated.

Contact Center 52

Contact Center Omnichannel Books Average Handle Time 52

Comm100

APRIL 28, 2021

If a customer marks an interaction as unsatisfactory, for example, supervisors can review the live chat history and address any service issues directly with the agent who assisted them. See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5%

Measurement 54

Measurement Net Promoter Score Average Handle Time NPS 54

Lithium

NOVEMBER 6, 2020

We can’t wait to see what you do in 2021. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. All-Ways Connected — Tealium. Best-in-Class: Community — Airbnb.

2020 52

2020 Social Media Return on Investment ROI 52

Kustomer

JULY 1, 2021

“That personal, human experience that differentiate smaller brands from the existing industry giants, now that’s the key to building an engaged community that chooses you and your brand every single time. So what does it take to build a fanatical fan base in 2021? They also have the longest average handle time.

Retail 65

Retail Omnichannel E Commerce Brands 65

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

Lithium

NOVEMBER 6, 2020

We can’t wait to see what you do in 2021. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. All-Ways Connected — Tealium. Best-in-Class: Community — Airbnb.

2020 40

2020 Social Media Return on Investment ROI 40