2021 Average Handle Time Contact Center 
Uniphore
JULY 30, 2021
On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one. Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer experience remains an illusive goal, as only 12% of businesses score highly on the NPS scale. Overall, only 12.1%
Upstream Works
NOVEMBER 19, 2020
These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Supporting a Distributed Workforce.
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Playvox
NOVEMBER 1, 2022
If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?
Uniphore
JUNE 16, 2021
You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*.
Uniphore
JUNE 10, 2021
.‡ Given agents’ historically high attrition rate—and its impact on call center budgets—the benefit of engaged, in-person coaching translates to significant cost savings. Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. Intro to Call Center Life. Did you know?
BlueOcean
JULY 9, 2024
Following the 2021-2023 supply chain crisis, today’s consumers are no strangers to empty shelves. We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times.
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. And shift we did.
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