BlueOcean

FEBRUARY 7, 2019

Today’s consumers and their shifting expectations have turned that perspective on its head. Consider that today’s consumers are loyal to the brands that personalize the experience, are instantly responsive to their needs, and are authentic in the way they deliver service. But where do we start? One Metric to Rule Them All.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

TechSee

AUGUST 10, 2023

TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance. Simply put, text and voice are not enough for today’s highly demanding consumer. home builders, and 5 of the top 10 global smart home automation companies.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NICE inContact

JANUARY 11, 2019

As seen in the graphic, 91% of the 2,400+ consumers surveyed agree that they expect companies to provide a seamless experience when moving from one communication method to another, e.g., from phone to text or chat to phone. Just as today we evaluate human agents and IVRs, we need to understand what metrics make sense for assessing bots.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

BlueOcean

JULY 9, 2024

The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Over four years after the pandemic warded off shoppers from wandering the aisles of their go-to stores, 81% of consumers continue to crave the convenience of home deliveries.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

InMoment XI

MARCH 22, 2025

These are all questions CI can answer, helping account managers determine what consumers value most. Using our AI-powered technology, contact centers can reduce average handle time (AHT) by 33% by eliminating time-consuming administrative tasks that human agents would typically do.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. HCOs must become more consumer oriented. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.

Consumers 101

Consumers Healthcare Contact Center How To 101

Uniphore

DECEMBER 14, 2021

Our Playbook for the Transformational BPO details how conversational AI and automation can optimize customer interactions and deliver: Better average handle times (AHT) and first call resolution (FCR) rates. Fewer time-consuming manual tasks and less after-call work (ACW).

Average Handle Time 130

Average Handle Time First Call Resolution Analysis Consumers 130

NICE inContact

JANUARY 31, 2019

Putting your contact center in the cloud saves time and money… no more onsite systems to maintain, pay for or upgrade. Inherent adaptability, scale, and flexibility enable you to deliver the optimal customer experience in an ever-changing consumer driven digital world – oh, and you are always on the latest release! .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

InMoment XI

JULY 25, 2024

Research shows that 71% of consumers expect personalized experiences with the brands they interact with, and over 75% get frustrated when they don’t get those personalized experiences. Similarly, 90% of consumers regard issue resolution as their most significant customer service factor. Why is the Contact Center Experience Important?

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys.

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This process can help identify emerging trends, consumer preferences, and unmet needs that can guide the product development process.

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

APRIL 9, 2025

Traditional forecasting processes often miss the mark as they dont account for the latest market changes or shifts in consumer preferences. Competitor activity, market trends, and economic downturns all impact consumer demand. Market trends dictate consumer preferences, so predicting them is key to accurate sales forecasting.

Trends 195

Trends Sales Analysis First Call Resolution 195

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Today, consumers are demanding ever more personalized, seamless, and efficient service across an expanding array of channels. However, it doesnt have to be a challenge that consumes contact center managers.

Contact Center 130

Contact Center Management Strategy Call Center 130

BlueOcean

MAY 13, 2021

Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. Consumers do, after all, still have choices available to them. Convenience: First Among Equals. actively cut back their spending.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Interactions

APRIL 2, 2025

This level of personalization speeds up interactions, saves retail consumers precious time, and shows that your company cares about their convenience and their business. First, the IVA saves agent time by authenticating the customers identity and gathering information prior to escalation.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

Comm100

APRIL 28, 2021

See how you stack up: Forrester Research found that the average Net Promoter Scores for companies in 14 industries last year ranged from single-digit negative scores to the mid-positive 30s. Average resolution time. Low wait times can help maintain or even improve customer satisfaction. All for free, forever!

Measurement 173

Measurement Abandon Rate Net Promoter Score Wait Times 173

Comm100

NOVEMBER 29, 2021

Recommended for you: How to Reduce Your Average Handle Time Fast. Set clear time expectations. Offer real-time, personalized, efficient support that your customers and agents will love at 1/3 the cost of voice support. This can help make an issue clearer, which will help solve it faster. Learn more.

Average Handle Time 246

Average Handle Time Software Exceptional Customer Service Video 246

NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering.

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

TechSee

OCTOBER 31, 2018

Integrating visual support within IVR further delivers an efficient usage of time – reducing average handling times (AHT) and customer hold times, and ultimately driving a better CX. Robotic process automation (RPA).

Industry 100

Industry Telecommunications Trends Self Service 100

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

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

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

Interactions

FEBRUARY 6, 2025

The stakes are high: Consumers are protecting their homes and their families. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. Claims can make or break their finances. Whats more, insurance is a true omnichannel experience.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

Kayako

MARCH 29, 2019

Empower them with the tools and autonomy to solve customer problems, without time-consuming and frustration-building escalation tiers. You can gauge first response times, average handle times, customer feedback scores… the sky’s the limit. But what do all those numbers actually mean?

Customer Service 194

Customer Service Self Service Average Handle Time Metrics 194

Kayako

MAY 2, 2018

So much so that 41% of consumers ranked live chat as their preferred method of contact. When you’re working with a small team, adding live chat to your website can seem like asking to be flooded with way more inquiries than your team can handle. First Response Time. Average Handle Time.

Software 120

Software Average Handle Time How To Social Media 120

InMoment XI

JANUARY 10, 2024

Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines. Traditional analysis of such data can be time-consuming and challenging due to its unstructured nature, but AI-driven solutions bring efficiency and accuracy to the process.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

Kustomer

SEPTEMBER 19, 2022

Furthermore, consumers are increasingly expecting chatbots to be a part of your customer support strategy. According to Kustomer research , younger generations have a much higher appetite for self-service and chatbots, with 77% of consumers under 25 saying that they find chatbots to be helpful.

Customer Service 91

Customer Service Average Handle Time Chatbots Self Service 91

Eptica

JANUARY 9, 2019

GDPR – 6 months on The General Data Protection Regulation (GDPR) was a key topic for every company selling to European consumers or operating in the EU. How to reduce Average Handling Time and improve quality In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

NICE inContact

SEPTEMBER 6, 2016

At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center. I hope to meet you there.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Improve AHT with knowledge bases.

Call Center 196

Call Center Self Service Strategy Contact Center 196

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

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. And shift we did.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

TechSee

MARCH 5, 2020

Call centers using Visual Assistance have seen double-digit improvements in First Contact Resolution (FCR) rates, Average Handle Time (AHT), agent engagement and satisfaction (ESAT), as well as customer satisfaction metrics such as NPS, CES and CSAT. Sharing the Knowledge. The Visual Impact on Training.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Kustomer

FEBRUARY 17, 2021

CX teams often spend immense amounts of time sorting through tickets and routing them to the correct agent, or hunting for information in disparate systems. This can be both time consuming and brain-numbing work, and takes away time that would otherwise be spent building relationships with valuable customers.

Average Handle Time 66

Average Handle Time CRM How To Knowledge Base 66

Calabrio

OCTOBER 4, 2024

Traditional QM processes typically rely heavily on manual evaluations, which are time-consuming, resource-heavy, and prone to inconsistencies and biases. However, as volume and complexity increase, the inefficient, time-consuming, and error-prone will likely only become clearer to leaders and their agents.

Contact Center 130

Contact Center Management Effort Score Analytics 130

Kayako

SEPTEMBER 27, 2017

Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. A Kayako survey of 400 consumers and 100 businesses found that almost one-quarter of customers are frustrated by long wait times on chat (it seems “live” chat is not often live).

Self Service 168

Self Service Average Handle Time Social Media Communication 168