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In today’s fast-paced world of customer support, effective knowledge management lies at the heart of great customer service. With consumers increasingly demanding personalized experiences, ensuring agents have easy and rapid access to pertinent information is pivotal to success. This is where AI can help. AI-powered solutions offer an efficient way
The Challenge: Immediately after a new Medicare plan year starts, this client experiences a surge in member inquiries about supplemental benefits and rewards, accompanied by challenges: Achieving Average Handle Time (AHT) target Maintaining call quality Achieving high customer satisfaction Shortcomings in knowledgebase that hampered agent effectiveness Inadequate outbound scripting mechanism
An omnichannel approach to customer experience is essential for companies focused on maintaining a strong brand reputation. Done well, an effective omnichannel platform delivers a resolution-centered, personalized experience to every customer – on a channel of their choice. Customer Experience Linked to Purchase Decisions According to PWC, 73% of consumers
When Microsoft announced the acquisition of Nuance Communications, it signaled that the healthcare industry is serious about leveraging technology to advance the industry into the future. For several years now, healthcare has been applying technology across patient care, physician charting and documentation, medical technology and procedures, and especially facility amenities.
The Challenge ResultsCX’s steep holiday staffing ramp up for a U.S retail gaming brand centered on superior call-handling, measured by three key metrics: Per-transaction costs Outstanding customer experience Agent performance The Solution The client incorporated our proprietary digital experience management platform Support Predict into its CX solution, enabling new capabilities:
The Challenge Our client, a $4.7-billion financial services company, implemented a new digital customer interface, but legacy information systems and multiple unwieldy knowledge sources produced complex and costly support problems. Lengthy AHT Unacceptable agent time to proficiency New customer self-service application didn’t sync with other systems effectively The Solution ResultsCX
Challenge The U.S. field sales team of a U.K. EdTech client struggled to expand its market reach as the sales potential far outstripped sales coverage: Increased competition from other EdTech vendors threatened traditional markets Selling in a post-COVID-19 Higher Education market is more complex with hard to identify and hard
Challenge A longstanding U.S. streaming media client faced multiple challenges in managing its existing social experience management operations. Their internal solution was plagued by: High costs Poor response times Limited hours of coverage Solution ResultsCX transitioned the media company’s social experience management operations offshore in less than 30 days to