On average, 10 -15% of the calls in your voice channel are common and repetitive issues that can be better deflected and automated. Many callers have simple questions like resetting a password, registering a product, or getting an order status. These issues are an inefficient use of an agent’s time. Moreover, what happens during peak […]
The goal of self-service chat bots has been to reduce the volume and cost of live agent support. However, customers continue to prefer agent-assisted channels, such as voice, as their top service preference. In light of this, it’s worth taking a look back at last year’s Contact Center Week’s (CCW) report: The state of Chatbots. […]
Customer Experience includes the entire journey, including the customer’s post purchase experience when faced with a support or service issue. However, many people use the terms Customer Service and Customer Experience interchangeably. It is important to remember that Customer Service is a reactive, issue driven type of engagement. As a result, the customer’s expectations are […]
The evidence is in. Customer Experience is not just another hot topic. Research shows that 70% of the purchasing decisions are made based on the customer experience. PwC found the average customer is willing to pay a 16% premium on a cup of coffee – based entirely on the experience of buying the coffee! It […]
Mathew Dixon challenges conventional wisdom writing in Harvard Business Review, he describes the transformation of T-Mobile’s call center into a model based on Teams-of-Experts.
The success of T-Mobile’s TEX Model is undeniable. in first call resolution and the ability to anticipate future issues, has reduce total calls per account by 21%.
Health Care Organizations are using mobile technology in their operations to a certain degree today. Some require the patient to visit their website, patient portal, download an app, generally requiring the patient to take initiative or action. According to Minemyer it is important to “make a good first impression, the first impression could determine if […]
Greg Kihlstrom writes, in the June issue of Forbes, about using Chatbots as part of your customer experience strategy. He states that “8 in 10 companies have already adopted” chatbots as part of their business model (Kihlstrom, 2018). Most businesses are, therefore, recognizing the benefits and potential of Chatbots. While Chatbots and AI are being […]
In the article, How Chatbots Will Change Call Center Customer Service, Symon Edmonds writes “it’s the year of the Chatbot”. While they are growing in popularity, it’s how you utilize them that will set you apart from the competition. The human touch of a live agent is invaluable when developing great relationships with the customer. […]
Research firm Juniper predicts that chatbots will redefine the customer service industry, with the banking and healthcare sectors benefiting the most. It’s expected that chatbots will be saving customer service over US$8 billion per annum by 2022, from just US$20 million in 2017. Cielo believes that chatbots, when deployed as a Call Center strategy, automate […]
Fintech has come to mean financial services that are disrupting traditional financial methods in the delivery of these services. Some of these services that have been ‘disrupted’ include mobile payments, money transfers, loans, fundraising, and asset management, among others. In an interview with Knowledge@Wharton (The Wharton School) Steve McLaughlin, CEO and managing partner of FT […]