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). Chatbot use cases for policyholders. Discover: Answer frequent questions.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

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. Global banking client reduced agent training time from 10 weeks to 4 weeks while being compliant with regulations. How do you go about doing it?

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

Think Customers

JULY 8, 2019

Open enrollment has become a make-or-break time for insurers. Companies essentially restart the process each year, accruing higher costs every time. Companies essentially restart the process each year, accruing higher costs every time. And call-back assist tools shorten customer wait times and improve NPS.

Insurance 40

Insurance Average Handle Time Sales Healthcare 40

Playvox

JANUARY 24, 2022

In the age of digital disruption, customers now expect effortless and personalized omnichannel experiences, or they will likely take their business elsewhere. You can’t manage what you don’t measure, so you need to capture customer experience metrics to understand how they evaluate their interactions with your brand.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

ViiBE Blog

AUGUST 19, 2020

Today, omnichannel communication possibilities make customer support increasingly complex. From call center agents to team leads and managers, each role should have clear job descriptions. Companies can facilitate this by collecting feedback and providing knowledge management tools in the same location. Introduction.

Call Center 52

Call Center Average Handle Time Exceptional Customer Service Customer Satisfaction 52

Pointillist

SEPTEMBER 28, 2021

In this post, I’ll explore why enterprise contact centers struggle to increase satisfaction while mitigating costs, why journeys enhance contact center optimization and how aligning on and managing customer journeys is the key to improving contact center outcomes. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40