TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The same is true for first call resolution and average handle times. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Today’s consumers and their shifting expectations have turned that perspective on its head. That said, the contact center accumulates millions of data points every single day.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. It often seems that AI is becoming the answer for EVERYTHING but contact center leaders can struggle to understand how it can help specific employees with specific roles.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. 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.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. Every agent for himself.

Contact Center 117

Contact Center Culture Self Service Wireless 117

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. Here at RingCentral , many of our customers fall into that category.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

BlueOcean

JUNE 14, 2016

In the contact center business, empathy is our bread and butter. Whether you’re an agent supporting a consumer with a crisis, or a coach supporting an agent, or a project manager supporting a client through a critical business issue, empathy is a valuable asset. Decreased Empathy. In our business, every day is new game.

Contact Center 120

Contact Center Average Handle Time Call Center Sports 120

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self Service Strategy Contact Center 196

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. Current state of DSS in contact centers.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

InMoment XI

MARCH 22, 2025

These are all questions CI can answer, helping account managers determine what consumers value most. Automating and Refining Account Health Scoring Models CI eliminates the need for manual account health tracking by dynamically updating scores based on real-time customer conversations. What would they like you to do better?

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 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

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. Share knowledge through best templates A large proportion of consumer questions are asked multiple times, by a number of people. Published on: July 04, 2018.

Average Handle Time 49

Average Handle Time How To Contact Center Knowledge Base 49

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

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. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? Think about it this way.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? Think about it this way.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

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

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA: The balancing metric.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Kustomer

JULY 8, 2021

Darryl recognizes that as a leader in the contact center world, it can be difficult to fully buy into the idea of AI services when some existing processes are alright as is. Many leaders question why they should even buy into AI when innovation is already happening within their contact centers. TRANSCRIPT.

Contact Center 98

Contact Center Self Service Consumers Examples 98

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?

Contact Center 72

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

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

OCTOBER 4, 2024

Contact centers are at the heart of this challenge. Tasked with managingand understandingthousands of customer conversations every day, contact centers are an increasingly vital hub of customer interaction. Relying on talentand more than a little elbow greasecontact centers can still find their way to improvements.

Contact Center 130

Contact Center Management Effort Score Analytics 130

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

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. million agent minutes in one year.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center CRM Data Customer Service 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center CRM Data Customer Service 82

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. The stakes are high: Consumers are protecting their homes and their families. Claims can make or break their finances.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

TechSee

MARCH 5, 2020

Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Sharing the Knowledge.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145