A virtual contact center is one in which agents respond to incoming phone calls, emails, social media requests and other customer service tickets remotely, not from a centralized location. This is a change from more traditional, brick-and-mortar call centers in which agents work from the same location. While traditional, brick-and-mortar call centers used to be prevalent, increasingly companies are turning to virtual contact centers.
The art of conversation evolved early in human evolution. As a species, we’ve been perfecting our verbal and nonverbal communication skills over hundreds of thousands of years, and it still is something that takes us years to learn. We’re at one of the most pivotal periods since the beginning of human dialogue. With artificial intelligence (AI) powering chatbots and voice assistants, we’re now teaching human brains how to communicate with artificial brains.
Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. Zendesk and Freshdesk are two of the most established ticket management software platforms in the space and are used by hundreds of thousands of companies around the world.
“Call centers have never been more important — or more strapped1.” Imagine having a 100-year old parent who has a panic button for emergency situations. When you try it out, it takes an agent five minutes to call to check in. Why the delay in what could have been a life-or-death situation? A shortage of agents. A problem brought about by the pandemic2. This medical alert company is not alone.
In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: For your business to survive and thrive, measuring customer satisfaction is key. You need to take frequent pulses on how your customers feel about your brand, products, services and interactions to identify pain points and benchmark your performance over time.
Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed.
Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?
Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.
