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? Premier IT analyst firm Gartner has the answer.

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Contact Center Management Average Handle Time Net Promoter Score 52

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. This knowledge will, in turn, allow you to optimize backend tools and technologies. Alternatively, dissect average handle time for your agents’ phone conversations.

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Blog Omnichannel Average Handle Time Contact Center 95

Talkdesk

NOVEMBER 24, 2020

From an operational perspective, personalization will drive down important call center metrics like average handle times (AHT). Implement a cloud-native contact center technology platform that is easy to use and requires minimum training, resulting in fast adoption. Deliver omnichannel contact center capabilities.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

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.

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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. Automated call center WFM technology allows you to flex on a dime throughout the day to be properly staffed and make sure service level goals are met no matter what the disruptions.

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Call Center Contact Center Management Omnichannel 52

Talkdesk

SEPTEMBER 8, 2020

7 steps for delivering a great customer experience during open enrollment As healthcare plans rush to secure member renewals while also maximizing new sign-ups, contact centers have the opportunity to leverage best practices and technology-enabled tools to contribute to the success of the business.

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Healthcare Contact Center Customer Experience Call Center 67

Pointillist

SEPTEMBER 28, 2021

Advances in digital technology have reshaped customer expectations for exceptional experiences. Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent.

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Contact Center Customer Journey Omnichannel Metrics 40

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics? Why do metrics matter?

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Call Center Metrics Contact Center Net Promoter Score 52

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT). Improved member satisfaction.

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Healthcare Contact Center 2021 Average Handle Time 52

Natalie Petouhof

SEPTEMBER 12, 2018

Unfortunately, in many contacts centers, customer service agents are asked to do more with less and do without the best technology. When we don’t provide agents with the best technology, they can’t possibly meet customer expectations. Imagine taking a calculator away from an accountant? The result?

Contact Center 49

Contact Center Average Handle Time Omnichannel Technology 49

ShepHyken

SEPTEMBER 22, 2020

How to Create an Empathetic, Omnichannel Service Experience. Top Takeaways: An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels. Not being able to connect with customers is a pain point.

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Call Center Omnichannel Average Handle Time Metrics 15

Magellan Solutions

AUGUST 4, 2021

BPO Philippines is making use of innovative technologies like AI, machine learning, speech analytics and especially predictive analytics. BPO companies in Metro Manila use these technologies to improve customer support experience, boost agent productivity, and efficiency. . Predictive analysis is used on a metric.

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Call Center Customer Retention Average Handle Time Sales 52

Magellan Solutions

MARCH 27, 2024

Did you know that nearly 8 out of 10 businesses are outsourcing their information technology (IT) functions? Technology has become an integral part of our lives. However, managing technical support can be time-consuming and costly and distract you from your core business goals. The question “What is technical support ?”

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Call Center Customer Satisfaction Average Handle Time Technology 52

Upstream Works

JANUARY 25, 2022

While it’s true that CX innovation requires keeping up with emerging channels and technologies, digital transformation doesn’t mean you have to rip and replace your existing infrastructure. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. A Unified Agent Desktop.

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Innovation Contact Center Omnichannel Touchpoint 78

eGain Blogs

FEBRUARY 7, 2020

” Knowledge improves call center metrics (KPIs). When used well, in line with best practices, knowledge management enables breakthrough enhancements to operational metrics, not only transforming the contact center but transcending it in many ways. Average Handle Time (AHT). Average Speed to Answer (ASA).

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Call Center Metrics Contact Center Management 52

Playvox

MAY 4, 2023

A digital contact center must take an omnichannel approach to customer interactions to make communication more convenient for the customer and boost the agent experience at the same time. Related Article: The Top 4 Contact Center Trends To Boost Performance And CX What Is An Omnichannel Contact Center?

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Contact Center Customer Expectations Omnichannel Average Handle Time 52

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans.

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Contact Center Net Promoter Score Average Handle Time Omnichannel 74

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. Business-centric-only metrics. This defeats the purpose.

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Contact Center Omnichannel Books Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

Co-browsing becomes a powerful customer support tool that boosts performance metrics significantly when coupled with omnichannel tools such as video assistance. Safety is a key metric when considering customer satisfaction. Quality of experience, more so than price, is the key metric that customers use when choosing products.

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2021 Omnichannel Customer Satisfaction Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

Co-browsing becomes a powerful customer support tool that boosts performance metrics significantly when coupled with omnichannel tools such as video assistance. Safety is a key metric when considering customer satisfaction. Quality of experience, more so than price, is the key metric that customers use when choosing products.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time.

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Metrics Customer Experience Contact Center Average Handle Time 48

ViiBE Blog

APRIL 22, 2021

The easiest way to improve your call center performance is by using key performance indicators like Average Handle Time. These metrics are helpful to set goals for your employees and improve your call volume. Technology’s importance to your call center can’t be overstated. Invest in new technology.

Call Center 52

Call Center Management Average Handle Time Customer Satisfaction 52

Kustomer

JULY 1, 2021

So as long as these two metrics continue to be the primary selling point for customers, we’ll always be playing catch up and that’s a pretty rough place to be,” said Kristen LaFrance, Host of Resilient Retail and Senior Content Marketer at Shopify. They also have the longest average handle time.

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Retail Omnichannel E Commerce Brands 90

NICE inContact

FEBRUARY 6, 2019

CX demands a broad and wide technology . A successful CX toolset is not just one which is customer facing with omnichannel and always-on service. Voice of the customer, analytics and AI-driven technologies are important add-on pieces in addition to core contact center and CRM systems. CX metrics are not your operational KPIs.

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Net Promoter Score Contact Center Average Handle Time Omnichannel 55

NICE inContact

JANUARY 31, 2019

To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Putting your contact center in the cloud saves time and money… no more onsite systems to maintain, pay for or upgrade.

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Contact Center Net Promoter Score Average Handle Time Government 74