Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40%, that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is sometimes higher than 90% in […]
Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Or perhaps, they hate waiting even more. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID. The pandemic forced many […]
Who is Better at Making Customers Happy? Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. In the battle to maintain customers’ loyalty and drive repeat business, many brands leverage customer satisfaction as […]
Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%. When comparing conversational AI solutions that automate interactions over telephony, […]
The COVID-19 pandemic is exposing frailties in our already strained US healthcare system. To cope with the surging number of COVID-19 cases, some hospitals are suspending elective procedures and converting operating rooms to ICUs. Medical resources and staff are being diverted to help with testing and treatment of patients diagnosed with the coronavirus. For healthcare […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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