2021 Average Handle Time Self Service 
Uniphore
JANUARY 21, 2022
Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?
TechSee
FEBRUARY 1, 2021
No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90
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ShepHyken
APRIL 2, 2021
Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues.
Uniphore
DECEMBER 17, 2021
Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Understanding Customer Service Challenges for U.S. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT). Improved member satisfaction.
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. Agent Assist assures that journey data is available at every step — including information from self-service experiences and previous calls.
Playvox
OCTOBER 19, 2021
in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Related Article: 6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool. Implement self-service to reduce demand for agent assistance.
eGain Blogs
APRIL 10, 2023
They are all focused on the customer service function but if also leveraged by other business functions, KM can help reduce costs across the entire enterprise! Call deflection Self-service helps deflect incoming calls and requests for human-assisted digital customer service (e.g., via messaging, chat, social networks).
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