TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

Uniphore

JUNE 10, 2021

Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Getting rid of outdated EX metrics and KPIs. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist.

Call Center 98

Call Center Contact Center Webinar 2021 98

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. The value of that improved metric plays a big role in the client’s bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Interactions

APRIL 14, 2021

Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess.

Virtual Agent 90

Virtual Agent Call Center Return on Investment Financial 90

Interactions

APRIL 14, 2021

Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess.

Virtual Agent 62

Virtual Agent Call Center Return on Investment Financial 62

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. Understand top tier contact center operations and benefits. One call can change your business!

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Unfortunately, many contact center leaders struggle to do so. Why Customer Journeys are the Key to Contact Center Optimization.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40