2018 Contact Center Wait Times 
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Scheduling is a critical contact center function, but like forecasting, can be tricky.
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NICE inContact
FEBRUARY 13, 2018
With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT).
Experience Investigators by 360Connext
NOVEMBER 16, 2018
One thing we predict will not change for a long time is the need to reduce customer effort. Instead of asking, “how can we reduce hold time at our contact centers,” ask “how can a customer contact someone directly on the first attempt?”. Why not start reducing customer effort RIGHT NOW?
BlueOcean
JANUARY 9, 2018
We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. AI is the now of the contact center.
NICE inContact
FEBRUARY 21, 2019
In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace. The system often crashed, wait times were long and too much had to be done manually.
Call Experts
MARCH 5, 2020
What do you do if you can’t build the technology you need or afford to hire full-time staff to answer your phones and support your customers? Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: .
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