eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. With knowledge technologies such as AI reasoning, you can do much more. How do you go about doing it?

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

Natalie Petouhof

AUGUST 15, 2022

In Empathy in Action, authors Bates and Petouhoff bring the one-to-one mandate into the current experience revolution fueled by expectations for digital-first, omnichannel engagements. The new experience standards, with empathy at the core, go beyond technology: they rely on human values.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Playvox

JANUARY 11, 2024

This meant constant, real-time adjustments when demand for customer support surged and/or agents’ availability shifted. These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. WFM to the rescue.

Call Center 52

Call Center Contact Center Management Omnichannel 52

Think Customers

AUGUST 18, 2021

Optimize the cloud for omnichannel support. Retailers during the pandemic realized the value of holistically interacting with customers in the channels they prefer while optimizing technology, processes, and people. Combine automation & empathy for a total shopping experience. Retailers need to remain nimble.

Retail 52

Retail Average Handle Time Omnichannel Loyalty 52

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. How are you tracking customer satisfaction and customer experiences? Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

DECEMBER 15, 2022

More and more, businesses are leveling up their customer experience and employee experience game. how many chats an agent can work at one time) that must be accounted for above and beyond what voice channels require. And what about omnichannel environments, where customer interactions can move across channels?

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

Natalie Petouhof

AUGUST 15, 2022

One of the biggest contributors to bad profits is what the book refers to as “mass produced customer experiences” where a company would use a traditional marketing technology tool and CRM system to cast a wide net to get customers’ attention. Omnichannel experiences. Poor employee experience.

Contact Center 52

Contact Center Omnichannel Books Average Handle Time 52