AWS Machine Learning

NOVEMBER 15, 2023

Each year, Principal handles millions of calls and digital interactions. As a first step, they wanted to transcribe voice calls and analyze those interactions to determine primary call drivers, including issues, topics, sentiment, average handle time (AHT) breakdowns, and develop additional natural language processing (NLP)-based analytics.

Omni-Channel 121

Omni-Channel Financial Groups Analytics 121

ShepHyken

FEBRUARY 25, 2024

BONUS 16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper (Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service.

Customer Service 66

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 66

Think Customers

MARCH 2, 2023

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. Technology investments will be more tempered in 2023 and that calls for more strategic planning, said panelists on the recent ICMI webinar, “Weathering the Storm: Investing for Long-Term Contact Center Success.” are getting louder by the day.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

CSM Magazine

MARCH 28, 2023

SmartScore launches to EvaluAgent customers in April 2023 and quality teams are encouraged to trial it for free. “It’s game-changing technology that gives our clients a significant competitive advantage, enhancing efficiency and helping deliver excellent customer service.”

Industry 52

Industry Average Handle Time Competitive Advantage Insurance 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Ticket volumes and customer feedback are way up in the last few years.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

CSM Magazine

JULY 10, 2023

At Disrupt 2023, Joe O’Brien of Sabio interviewed Stephen Yap, Research Director at the CCMA, on the benefits of empowering contact centre advisors to help deliver excellent CX.

Average Handle Time 52

Average Handle Time Video Groups Technology 52

CSM Magazine

NOVEMBER 14, 2023

The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%). References in this article are from Calabrio’s: State of the Contact Centre Report 2023: Activating the Agent of the Future.

Self Service 52

Self Service Average Handle Time Contact Center Customer Centricity 52

NobelBiz

FEBRUARY 15, 2023

Fun fact: Gartner has released its latest forecast for the evolving public cloud landscape in 2023. In 2023, global end-user expenditure on public cloud services is projected to reach $591,8 billion, up from $490,3 billion in 2022. Dollars projected in 2023. This is a greater growth rate than the 18.8% predicted for 2022.

Call Center 52

Call Center Communication How To Omni-Channel 52

NobelBiz

MAY 2, 2023

Performance Indicators (KPIs) Identify KPIs that align with your goals, such as the number of leads generated, conversion rates, and Average handle time. Looking Ahead: Industry Trends in 2023 and Beyond Both experts predict a bright future for outbound lead generation as demand for these services continues to grow.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

NobelBiz

FEBRUARY 25, 2025

billion in 2023 and is projected to grow to USD 10.07 AI-driven solutions now allow call centers toanalyze 100% of interactions, detect performance trends in real-time, and automate key processesthat improve both agent productivity and customer satisfaction. Average Handling Time (AHT) optimizing the time spent on each call.

Call Center 52

Call Center Management Contact Center First Call Resolution 52