Uniphore

NOVEMBER 16, 2021

The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Agent assist uses real-time conversational analytics to understand what customers want and not just what they say. They will need to buy into scripting before any real analytics can begin.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

CSM Magazine

FEBRUARY 11, 2021

New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. It then requires using clever analytics to measure the process, the experience and not just the costs.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Think Customers

JANUARY 18, 2022

Deflecting low tier operations, 24/7, can improve average handle time and customer satisfaction ratings by giving associates more time to tackle complex questions while the easy issues are handled swiftly by automation. What is a contact center associate?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

NobelBiz

JULY 23, 2024

Related Resource Ebook | 16 Must Have Productivity Tools for your Contact Center 6. Automated Workflows Automation tools integrated into call center software can handle routine tasks such as data entry, follow-up reminders, and call routing. Advanced Analytics: Gain insights into performance and customer behavior to refine strategies.

Call Center 52

Call Center Insurance Omni-Channel Software 52

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. It then requires using clever analytics to measure the process, the experience and not just the costs.

eBook 39

eBook Touchpoint Average Handle Time Insurance 39