NICE inContact

OCTOBER 17, 2018

But the Houston-based company was losing sleep over its two contact centers. The on-premise system was completely outdated, not to mention difficult and costly to maintain. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog.

Average Handle Time 121

Average Handle Time Contact Center Omni-Channel Retail 121

InMoment XI

JULY 25, 2024

The contact center experience can make or break your customer’s overall experience with your organization. What Is a Contact Center Experience? Why is the Contact Center Experience Important? The contact center experience is a crucial part of the overall customer journey.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Agent performance is at the core of overall contact center productivity as well as customer experience quality.

Call Center 130

Call Center Measurement Self Service How To 130

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. As one of the most exciting forms of artificial intelligence , computer vision is already being implemented across a wide range of business sectors, enabling enterprise systems to achieve high-level understanding from digital images and then suggest – or even perform next best actions.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. and outline your approach to new hire training.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. and outline your approach to new hire training.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

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

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

Calabrio

MARCH 5, 2025

A higher FCR indicates that a contact center is handling more interactions efficiently and effectively in a single interaction, leading to increased customer satisfaction and reduced operational costs. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Here is a quick example.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

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

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

BlueOcean

AUGUST 15, 2016

One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. It’s the same for contact center reporting. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

TechSee

AUGUST 14, 2018

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. .

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 142

Contact Center Tips Management Call Center 142

BlueOcean

JUNE 14, 2016

In the contact center business, empathy is our bread and butter. With individual and team targets that can range from Average Handle Time to CSat scores to Grade of Service, the daily and weekly pressures to perform are intense. Repressed Immune System. Decreased Empathy. This one’s a no-brainer.

Contact Center 120

Contact Center Average Handle Time Call Center Sports 120

BlueOcean

DECEMBER 5, 2017

For both types of customer calls – sales and support – the client was using an IVR system which directed calls, by type, to an appropriate contact center agent. However, the IVR was not integrated with the client’s off-the-shelf, cloud-based help desk ticketing system, Zendesk. The Tactics. as part of our QA process.

Case Study 149

Case Study Study Communication Average Handle Time 149

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

BlueOcean

FEBRUARY 9, 2016

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. 4 Ways To Preserve Customer Loyalty When Call Volume Spikes from Blue Ocean Contact Centers.

Loyalty 136

Loyalty Average Handle Time Contact Center Wait Times 136

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.

Contact Center 105

Contact Center Call Center How To Multi-Channel 105

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 78

Customer Service Contact Center Insurance Financial 78