Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. What’s the key to driving improved customer satisfaction?

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Magellan Solutions

JULY 28, 2021

However, perks and benefits of the product only contributed to 20% of customers buying decisions. 80% of the time, they base their decision on their customer service experience. Moreover, 86% of these customers say they are most likely overwhelmed and annoyed if they get a lot of reviews of the product in just one conversation.

B2B 52

B2B White Paper Call Center Social Media 52

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

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Omnichannel White Paper Contact Center Touchpoint 143

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 64

Communication White Paper 2012 Events 64

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed.

Communication 53

Communication White Paper 2012 Events 53