When it comes to KPIs, even the most knowledgeable contact center experts can get lost in them. To help you, here are the 5 most critical indicators to your evaluation of Chatbots.
Chatbots are presented as real solutions to improve customer experience in call centers. This is why, they offer concrete answers to real problems for both agents and customers. Then, what are the stakes of this form of artificial intelligence and its assets? And what are the rules of implementing such technology?
Quality is a key issue for customer services and contact centers are facing a serious problem between waiting times getting longer, agents having less time to process call requests, and more. Digital solutions are reversing this trend, and addressing the challenge of contact volume/customer experience.
High Volume Phone Calls refers to a sharp one-time or recurring increase of customer requests. When call peaks can be anticipated, it is possible to deal with them by adopting the right strategy.
What is really a mental health issue? How does it manifest itself at work? And what are the consequences in a call center? To better understand this problem, which is unfortunately still taboo, and to provide answers that will help support employees and owners
An outbound script can have unsuspected effects. It is not built in one fell swoop, it has to be matured, ingested, tested, and modified over time. Prospects themselves react to the script and can help you validate, adjust, and perfect every part it.
"Would you recommend this brand to anyone? " It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of the NPS Score.
Many factors come into play in the success or failure of an outbound call, starting with good planning and preparation. Your telemarketing strategy must be thought out well in advance, re-evaluated, and modified over time. To do so, you will need to rely on Key Performance Indicators or KPIs.
The terms contact center and call center are often used interchangeably. However, they are two separate entities and each manages different communication channels. Let's explore each of these points of divergence.
For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough. Consumer behavior has dramatically changed. People interact with brands via the social media channels like never before. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.