/Tag: Contact Center

Key Takeaways from Customer Complaints on Twitter

Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, he is often put on hold for an unacceptable amount of time listening to the annoying 25-years old polyphony. Of course, an agent can’t know the full scope of possible inquiries by heart, but try explaining that to a customer who spent the last hour stuck in the cobweb of a call center. Underlying causes of poor customer service Books, guides, articles keep on covering the same, almost traumatic, pitfalls of dealing with a [...]

By |2020-06-17T09:44:42+00:00June 3rd, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on Key Takeaways from Customer Complaints on Twitter

5 Ways to Leverage AI and Agent Assist to Improve Customer Experience

This blog post was originally published on Genesys blog.  The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be remote places incredible pressure on your communications and support processes. It's obvious that an employee just can't get up from their desk and ask their neighbor for an answer or flag down a supervisor. And if the answer isn't known and can't be found, as a customer, it's super frustrating to be placed on hold for what feels like forever. Not having the right answer has become more expensive than ever.  So let’s talk about solutions. Here are 5 new technologies  you can immediately use to improve [...]

By |2020-06-22T17:00:57+00:00May 27th, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on 5 Ways to Leverage AI and Agent Assist to Improve Customer Experience

19 Causes of Poor Customer Support and How AI & Automation Can Help

Shift starts at 9:00? Better be at your desk at 8:30 to login and reopen all of the tabs you need. Colleague needs help with a difficult issue? Thank goodness, your customer seems calm and can hold on for 10 minutes while you research a completely different issue. Each day at work, your agents waste paid and unpaid time “filling in” this Bingo Sheet, which results in bad customer service, ineffective agents’ performance as well as unwanted friction around your brand. When your agents start winning this Bingo - your business starts losing customers. How This Happens When it comes to high quality customer service, speed is just as important as the accuracy of information. In a [...]

By |2020-05-21T11:28:41+00:00May 13th, 2020|Categories: Knowledge Management|Tags: , , , |Comments Off on 19 Causes of Poor Customer Support and How AI & Automation Can Help

How AI is Reducing Handle Time and Improving Customer Experience in 2019

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue. In light of these facts, it’s little wonder that average handle time (AHT) is a leading indicator of the success of many contact centers. In an effort to reduce the time agents invest in finding solutions to customer problems, contact center managers have [...]

By |2020-06-04T11:06:38+00:00April 4th, 2019|Categories: Knowledge Management|Tags: , , |Comments Off on How AI is Reducing Handle Time and Improving Customer Experience in 2019

You Can Lower Call Handle Time by 25% With The Right Knowledge Management System

This post originally appeared on our partner, Genesys’ website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents were happy with the resolutions after approaching customer service representatives. Fast-forward to 2012, and researchers got the same results. In a call center environment, average handle time (AHT) is a big factor in overall customer satisfaction. Customers who wait too long are more irritable and harder to appease. And real-time resolutions have less effect on a customer who’s already frustrated. Even with the most modern programs, call centers still struggle with AHT; however, managers can [...]

By |2019-10-29T14:38:09+00:00March 11th, 2019|Categories: Knowledge Management, Uncategorized|Tags: , |Comments Off on You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
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