InMoment XI

MARCH 22, 2025

This promotes contact center optimization by easing the burden on your team and providing an evolving and more accurate picture of customer satisfaction. And a dynamic view of customer engagement and satisfaction helps your team prioritize high-risk accounts before its too late.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

Interactions

APRIL 2, 2025

This support gives you one less concern when expanding into new areas or when demographics shift in your customer base. You can drill down to individual conversations, create custom dashboards, or dig into trends using a conversational interface that also provides suggested actions.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

NICE inContact

MARCH 28, 2018

Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Technology is on your side.

Customer Experience 99

Customer Experience Contact Center Airlines Average Handle Time 99

TechSee

DECEMBER 16, 2020

In a year of pandemic-related challenges, TechSee’s remote visual assistance solution enabled Salesforce customers to offer contactless services and remote technician support capabilities, alleviating health and safety concerns without compromising the customer experience. TechSee and Salesforce Use Cases.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

CSM Magazine

AUGUST 30, 2022

And with businesses and stores largely closed, the contact centre quickly became the new frontline for customer engagement. The voice channel clearly matters more to customers when there’s uncertainty. It’s time to place voice at the heart of the CRM Customer Engagement Centre.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. increase customer engagement. reduce costly truck rolls and product returns. lower high call volume. improve efficiency.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Oracle

OCTOBER 1, 2019

In addition, chatbots offer companies new ways to improve the customer engagement process while aiming to drive down the typical cost of customer service. No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose. Round-the-clock service.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

ShepHyken

NOVEMBER 30, 2018

The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. Alternatively, dissect average handle time for your agents’ phone conversations. As an example, evaluate abandonment within your web self-service channels.

Omni-Channel 101

Omni-Channel Self Service Abandon Rate Policies 101

NobelBiz

SEPTEMBER 15, 2021

Voice is changing – average handle time is going up and calls are becoming more complex. Add in our previous report on consumer behavior that said 80% of customers engage with brands on social media , and we’re looking at one of the starkest and game-changing shifts in the history of call centers.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Verint

JUNE 6, 2017

The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm. The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Joe Rawlinson

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. What they fail to effectively measure is the emotional connection that customers have or don’t have with a company.

Exceptional Customer Service 60

Exceptional Customer Service Metrics Customer Service Average Handle Time 60

Avaya

JUNE 1, 2018

If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait in your IVR queue? Clearly, that depends on your strategy on the customer engagement and where you are now in that strategy.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

ShepHyken

OCTOBER 1, 2023

My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time.

Customer Service 70

Customer Service Contact Center Average Handle Time Customer Service Strategies 70

Bold360

FEBRUARY 19, 2020

According to our research, 43% of customers say getting a resolution from the first person they contact is what it takes to make them happy, but only 35% of customer support agents say this is possible. Many agents rely on colleagues for help (29%), which means putting customers on hold.

Tools 52

Tools Average Handle Time Training Customer Satisfaction 52

Magellan Solutions

JULY 11, 2023

In today’s competitive business landscape, excellent customer experiences are crucial for small and medium enterprises (SMEs) to succeed. Embracing customer experience outsourcing strategies is a game-changer for maximizing customer engagement. SMEs must prioritize customer satisfaction and loyalty to have an edge.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

Pointillist

JANUARY 25, 2019

And how you engage with them shows whether you value their business. In fact, 77% of customers say that valuing their time is the most important thing companies can do to deliver good service. Average Handle Time (AHT) Average handle time is the average amount of time an agent spends on a call.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75

Playvox

JUNE 21, 2022

It’s time for change and your WFM tool needs to support this. Some questions you may consider include: Are you considering introducing low-cost service channels to handle your customer engagement strategies? Can your workforce management tool cope with this? billing, membership services, etc)?

Contact Center 74

Contact Center Software Self Service Average Handle Time 74

CSM Magazine

FEBRUARY 21, 2024

With niche expertise across customer engagement technologies, we understand the unique requirements of non-profits managing sensitive communications. This implementation showcases the immense potential of human-centric digital transformation to drive meaningful progress.”

Groups 52

Groups Communication Average Handle Time Case Study 52

UJET

NOVEMBER 3, 2020

But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside. No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

Upstream Works

JANUARY 25, 2022

When data across all customer interactions empower agents, you’re setting the stage to proactively capture data through every part of the journey, allowing agents to provide personalized experiences during every interaction.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

NobelBiz

FEBRUARY 22, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

Bold360

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. And learn more about customer engagement in this new era at Bold360.com.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

NobelBiz

MAY 21, 2024

An outbound call center focuses on making outgoing calls to customers and prospects for various purposes, including sales, marketing, and customer outreach. These centers are essential for proactive customer engagement and lead generation. See why teams choose NobelBiz for boosting customer experience.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Verint

APRIL 12, 2018

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. These calls had the highest average handle time (AHT)—more than 19 minutes per call.

Analytics 31

Analytics Average Handle Time Contact Center Innovation 31

Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

Contact Center 40

Contact Center Customer Centricity Metrics Net Promoter Score 40

Eptica

MAY 18, 2016

Supporting agents and giving them the tools they need to deliver this superior service is therefore vital to every organization’s success, now and in the future. Share this page on: Tweet.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

UJET

NOVEMBER 3, 2020

But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside. No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Upstream Works

JULY 6, 2022

Good examples would be reducing Average Handle Time (AHT), having fewer repeated calls, and lower call volumes overall. To illustrate, Rob cited using conversational AI to pre-collect information about the customer, so the agent only spends time dealing with the problem at hand.

Contact Center 78

Contact Center Self Service Average Handle Time Fashion 78

Eptica

AUGUST 5, 2016

Above all, ensure your software has the ability to scale to meet your growing needs – particularly at peak times such as the Christmas holiday season. Full, real-time reporting Deliver reporting that meets all of your needs. Share this page on: Tweet.

Customer Service 49

Customer Service Contact Center Knowledge Base Average Handle Time 49

Kustomer

OCTOBER 3, 2018

Custom Objects Can Keep Customers Engaged : If your service and CX solution can easily display information from other platforms, instead of forcing agents to switch tabs between them, then it’s easier for them to remain in a single view and engage with customers in real time.

Omni-Channel 42

Omni-Channel Average Handle Time Tips Ecommerce 42

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.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Eptica

JULY 11, 2018

There is no single solution that does everything According to Gartner , an organisation needs to work with solutions from four vendors on average to properly deal with customer engagement, That means that there is no ‘one size fits all’ platform that will cover all of your needs. Share this page on: Tweet.

Customer Experience 51

Customer Experience How To Average Handle Time Roadmap 51

eGain Blogs

FEBRUARY 7, 2020

Combine that with the fact that, according to another Gartner research, only 9% of customers report resolving their issues completely through self-service, and it is obvious that a massive proportion of customer service traffic is coming over these expensive channels. Average Handle Time (AHT).

Call Center 52

Call Center Metrics Self Service Contact Center 52