We are in a new year and with each year, expectations for customer support keeps going higher. Customers continue to ask for faster and better…Continue readingCustomer expectations keep going higher.
As companies make strategic investments in AI for customer support in 2021 and beyond, their top 3 drivers are: a) Cost reduction, b) Increasing capacity,…Continue readingHow are you planning to make AI investments in customer support?
More than three of four support leaders want to provide proactive support to their customers. But only one in four say they have the tools…Continue readingHow are you planning to transform your organization from reactive to proactive support?
ContactCenter Pipeline’s annual survey says attrition is the #1 challenge for customer support centers and most contact centers have over 30% attrition rates. A large…Continue readingHow are you addressing agent burnout?
Companies are now using AI more broadly to optimize the Customer Experience as well as the Employee Experience. Using a platform that can bring AI,…Continue readingHow are you planning to improve CX and EX in your support organization?
The amount of effort that the customer has to make to get technical support has a direct effect on customer retention. Low automation and unconnected…Continue readingHow are you measuring and optimizing customer effort?
When support organizations focus on AX (agent experience), on average it drives over 19% productivity with an 11% higher customer satisfaction score and it also…Continue readingBetter rep experience drives positive outcomes
More than 75% of customers expect support agents to have the context and information to effectively solve their problems. Yet nearly half of agents almost…Continue readingHow are you helping your support teams with automation?
Companies get burned trying to follow a project-based path to AI adoption: pick a problem, build a model, see if it works, then put it…Continue readingHow are you approaching AI investments for your customer support org?
Customer Experience is about creating ‘moments that matter’ when it comes to customer service and technical support. The quest for better customer experience is giving…Continue readingHave are you planning to empower your support agents with AI and automation?