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cobrowse
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Improving First Call Resolution rates in your contact center
First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.
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Cobrowse
Higher education needs a CX mindset shift
College enrollment has been declining since 2010. Today’s teens are questioning the value of a college education. They hear about poor college experiences from friends and peers, and meanwhile social media shows them promise of success from self-made millionaires who opted not to pursue higher education.
Cobrowse
How to bring human CX to digital spaces
Customers are craving human connection. According to a recent global survey from PWC, 75% of customers want to connect with a person more as technology improves. And while there’s definitely an important place for FAQs, self-help articles, and chatbots — throwing technology at every problem fails to give customers that human connection they want.
Cobrowse
Customer Service
The broken feedback loop that creates CX blindspots (and how to close it)
Here’s a tough question: what do your prospects and customers really think about your customer experience (CX)? What does it actually feel like to engage with your business?
Cobrowse
What is cobrowse? How is it different from screen share?
Glance Networks’ simple, reliable visual engagement platform – with integrated cobrowse, screen share, one-way agent video – seamlessly blends with existing voice and chat functionality. The solutions leverages intelligence from your CRM so agents can easily provide guidance for improved customer satisfaction, loyalty, revenue growth, and savings.
Cobrowse
Customer Service
Grow Customer Satisfaction by Practicing Respect
If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.
Cobrowse
Customer Service
10 Ways to Use Customer Service to Say Thanks to Your Customers
There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. Being grateful to your customers should be a central point in your customer service training.
Cobrowse
Video
Mind-blowing ROI Statistics to Make Your Business Case for Cobrowse, Screen Share and Agent Video
Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.
Cobrowse
Salesforce
Top Four Reasons to Get Excited About Attending #Dreamforce
I am really looking forward to Dreamforce. Of course, it’s a great place to meet people on the cutting edge, who understand the value that integrating co-browsing, screen sharing, agent video and more can bring to their Salesforce implementations.