Eptica

JULY 4, 2018

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Use Eptica’s powerful filtering technology to identify and show all open requests from the same customer to the agent, when they are handling an incoming enquiry.

Average Handle Time 49

Average Handle Time How To Contact Center Knowledge Base 49

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

Playvox

DECEMBER 13, 2022

Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.

Interaction 84

Interaction Contact Center How To Self Service 84

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Our employees are trained to listen for and include those small pieces of information in the guest’s file – so the next agent who interacts with that guest can reference the small details.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

NICE inContact

NOVEMBER 28, 2018

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

Uniphore

JANUARY 21, 2022

Unlike human compliance agents, artificial intelligence can quickly and accurately analyze 100 percent of interactions—including recordings and live conversations—and flag discrepancies, omissions or incomplete disclosures before they become bigger issues. Download the Article. That’s a serious improvement. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

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*.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

TechSee

JULY 9, 2019

In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. By avoiding these errors, businesses can drive the shift towards frictionless interactions and enhance the overall customer experience. Getting off on the wrong foot. Faulty UI/UX.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.

Customer Service 73

Customer Service Contact Center Average Handle Time Customer Service Strategies 73

TechSee

JANUARY 24, 2023

While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT. Visual support is the best tool in your toolbox, so use it early in the interaction. This increases AHT and reduces customer satisfaction.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

BlueOcean

NOVEMBER 13, 2019

Listen to the audio or read the article. Though there isn’t direct interaction between the agent and the customer, there is a relationship – in both scenarios, agents are protecting the company brand, mitigating risk, and ensuring an optimal end-user experience. Essentially, content review is just a different kind of customer contact.

Contact Center 120

Contact Center Average Handle Time Policies First Call Resolution 120

Talkdesk

SEPTEMBER 18, 2020

A knowledge management platform helps Quality Assurance (QA) deliver relevant knowledge articles and guides to agents. Promote better decision making Contact center agents come across multiple customer interactions that involve complex decision making.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Would you ever use that airline again?

Customer Experience 102

Customer Experience Contact Center Airlines Average Handle Time 102

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Self Service 122

Self Service Customer Service e-support Average Handle Time 122

Kayako

MAY 2, 2018

Live chat software has the power to revolutionize the way your support team interacts with customers. To make live chat software work for your small business and your customers, it’s important to tackle these challenges (like first response time and average handle time) head on. Average Handle Time.

Software 120

Software Average Handle Time How To Social Media 120

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them. Average Handling Time.

Customer Experience 92

Customer Experience Average Handle Time Net Promoter Score Customer Care 92

ViiBE Blog

APRIL 28, 2021

Since they’re the most involved with customer interactions, their performance directly affects the customer experience. This article will teach you how to measure an agent’s performance and other important customer service metrics. Here are the five KPIs that we will focus on: Average Handle Time.

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98

Playvox

DECEMBER 15, 2022

Related Article: The Human Side of Workforce Management. When we think about digital channels, it’s important to note that digital channels are not all the same and must be handled differently. Customer interactions can typically be categorized as either synchronous or asynchronous. All Digital Channels Are Not Created Equal.

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omni-Channel 72

Magellan Solutions

MARCH 5, 2023

That’s what this article will discuss in detail. Average Handle Time How soon can you close a ticket? The Average Handle Time is the duration that an agent spends handling a customer’s issue until it is marked as resolved. That’s why customer inquiries must be addressed timely.

Average Handle Time 98

Average Handle Time Abandon Rate Telecommunications Metrics 98

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. The supervisors can listen to the live calls, monitor the agents’ performance, provide on-call assistance to help the agents have qualified interactions. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Call Center 100

Call Center Virtual Call Center Contact Center Average Handle Time 100

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Alternatively, dissect average handle time for your agents’ phone conversations. Goal: Improve Agent Satisfaction. Task: Measure Agent Effort.

Omni-Channel 104

Omni-Channel Self Service Abandon Rate Policies 104

TechSee

SEPTEMBER 18, 2019

This article explains the importance of after call work and explores emerging approaches to streamlining the post-call process for frontline employees. One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? This is typically measured by asking the user to rate the article or mark it as “useful” or “this solved my problem.”.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. ENJOYING THIS ARTICLE? This is not necessarily true. Sign up for our newsletter.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

TechSee

OCTOBER 19, 2021

In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement.

How To 124

How To e-support Self Service Retail 124

NobelBiz

FEBRUARY 27, 2024

This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. Table of Contents What is Call Center Optimization?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Playvox

NOVEMBER 1, 2022

Even if you do have one, now is a good time to revisit it and make sure it covers everything it should. Related Article: 5 Ways Contact Center Managers Are Adapting to Remote Work. If you’re not offering remote work arrangements or are planning to bring agents back to an office this year, it might be time to reconsider.

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

NobelBiz

DECEMBER 3, 2024

This article will discuss why forecasting is vital these days. Why Forecasting Is Important for Call Centers Enhances Customer Experience The correct number of agents is guaranteed to be available for incoming calls, reducing wait times and improving first-call resolution rates. It covers key elements that improve accuracy.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

Horizon CX

MARCH 19, 2022

A recent article from TechTarget states; “Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. As a CX professional, one might have hoped that was science fiction, but it’s unfortunately not. But I digress, that’s another topic for another blog. Score: Humans 10 – Technology 5.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies.

Industry 116

Industry Customer Experience Analytics Training 116

Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. They’re not avoiding interactions, but they’re not going the extra mile either, usually because they’ve become so disengaged.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

CSM Magazine

AUGUST 30, 2022

Firstly, and even before the call is even answered, we’re able to greet the customer with a voicebot , thus immediately digitising the interaction by allowing them to access information or use the voice interface to solve an issue without the need to speak with a human.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

TechSee

JUNE 25, 2019

In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans.

Technology 122

Technology Customer Service Contact Center Gamification 122