Assigning cases are a common phenomenon in service centers. However, should you wish to implement a more efficient and streamlined workflow to this process, then Artificial Intelligence is the way forward.
On a typical day, an agent receives a myriad of customer tickets. Unfortunately, it is not always possible to manually extract, search, or sort these cases at once. And this calls for more profound, machine-assisted analysis, which can automate the process.
Dispatcher AI, a functionality in ThinkOwl Helpdesk, employs advanced AI capabilities to classify incoming cases to the correct categories and displays the performance of its classifications. The salient functionalities of Dispatcher AI are:
Blog Summary: A robust communication and information processing system always optimizes operational efficiency in logistics throughout the movement of items from manufacturing units to the end-users. This article unfolds how a unified platform can help improve service quality at every stage of the supply chain, and increase the support team's productivity to address the growing customer demand for faster delivery.
Imagine you have a quality product in place at a competitive price. But you fall flat to deliver the service that your customers expect from you. Do you think they will stick to your brand? Most likely, they will leave sooner or later.
In a cutthroat competitive market, consumers measure a company's performance with each interaction. They might abandon the brand with one bad experience. On the other hand, these customers can turn into loyal brand advocates with remarkable service experiences.
The world today is experiencing the magic of artificial intelligence and the customer service industry is no different. AI in customer service has been seen in the form of chatbots that are well equipped with conversational software to help navigate customer queries and has evolved to do so much more in recent years.
The California Consumer Privacy Act (CCPA) went into effect earlier this year, compelling organizations with operations or customers in the state to comply with certain data privacy and security mandates. For contact centers, however, CCPA compliance might not be optional as California accounts for nearly 12% of the U.S. population. So, there’s a good chance your customer service team processes California citizen data.
"If you want to WIN, do the ordinary things BETTER than anyone else does them day in and day out."
~ Chuck Noll, Pittsburgh Steelers
For many, our favorite time of the year has arrived! The National Football League (NFL) season is in full swing — our fantasy team has been drafted, and our favorite team jersey is ready. Six weeks in and some are already looking forward to next year, while others are pleasantly surprised. This year is different than any other — no preseason games and limited practices, a rash of early season injuries testing the depth chart and requiring rookies to step up and tired veterans to show the way. COVID-19 testing unexpectedly closes practice facilities and has postponed games.
In today’s NFL it’s all about the quarterbacks and receivers, the productivity of the offense, the most dominant defense, and the team that can sustain the injuries that can stifle a team and still come out on top. Year over year the most consistent teams are those that adhere to the same systems and process over and over - they employ a plan for success.
As fans we see 60 minutes of football, players and coaches endure daily meetings, training, practice, and video study. Because of this, players don’t win or lose games, teams do. Preparation prevents surprises and ensures the desired outcome.
From a customer’s perspective, customer service is an experiential process, so it’s difficult to quantify. It can be good or bad, fast or slow, helpful or unhelpful, among other factors.
However, for organizations, it’s a different game altogether. With sophisticated customer service analytics and reporting tools available, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.
