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. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

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Myra Golden

FEBRUARY 10, 2023

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down!

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Average Handle Time Contact Center Customer Experience Design Customers 52

Myra Golden

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). You can move customers out of venting, rambling, and storytelling using Reframing Statements. I’m listening, and I have an answer.

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Average Handle Time Tips Contact Center Video 104

Myra Golden

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. So, what are the top five underutilized soft skills for contact center agents? Glad you asked!

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Contact Center Average Handle Time Strategy Healthcare 52

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

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