Experience Investigators by 360Connext

FEBRUARY 6, 2024

It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. We want to dispel the belief CX teams need perfect data to move forward. Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. By analyzing interactions across various channels, companies can uncover valuable insights, optimize customer experiences, and make data-driven decisions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. Previously focused on cost reduction, their contact center strategy shifted after empowering agents with real-time customer data.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

OCTOBER 30, 2024

Another good practice is to synchronize customer data across these channels. The InMoment platform is built to help you monitor and analyze data from multiple sources such as reviews, calls, and survey responses. Prioritize Data Security The sensitive nature of the information in insurance transactions makes data security crucial.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

TechSee

FEBRUARY 10, 2025

Advanced AI Reasoning: It accesses tribal knowledge, sifts through historical data, and uses context to deliver true support solutions. True Scalability: AI handles complex tasks at scale, maximizing your ROI while freeing human agents to focus on those interactions that require a “human touch.”

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

TechSee

JANUARY 27, 2025

Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. This typically involved both drawing on historical data and real-time insights. Here’s how: Increased First Contact Resolution (FCR): AI can analyze patterns and provide the right solutions the first time.

Interaction 124

Interaction Average Handle Time Multi-Channel Chatbots 124

Calabrio

MARCH 5, 2025

Luckily, for businesses looking to deliver for their customers, the era of guess-and-check CX improvement is overas long as you can uncover the actionable insights in all that CX data. Customer experience analytics , or CX analytics , is the practice of collecting and analyzing data related to customer interactions with a business.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. With AI, you can analyze vast amounts of voice data in real time. What is voice analytics?

Contact Center 130

Contact Center Analytics Self Service Analysis 130

TechSee

NOVEMBER 27, 2024

Personalization at Scale   AI-driven solutions can analyze customer data to understand individual preferences and behaviors. 40% reduction in average handle time (AHT). Data-Driven Insights  Technology can gather and analyze customer feedback, providing valuable insights into customer sentiment and preferences.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Calabrio

MARCH 5, 2025

By analyzing call recordings, live interactions, and other customer service data, businesses can pinpoint strengths, weaknesses, and opportunities to enhance the overall customer experience (CX). Quality monitoring data provides insights to streamline processes, improve efficiency, and reduce call handle times.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks. But in the end, a data-driven QA process is only as good as the data that drives it.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated.

Contact Center 136

Contact Center Data Management Average Handle Time 136

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated.

Contact Center 136

Contact Center Data Management Average Handle Time 136

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

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. A high number of missed chats may also indicate that agents are spending too much time on each chat.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

NICE inContact

JANUARY 11, 2019

Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. And yet, Lauren presented data that only 57% of contact centers monitor interactions other than voice, e.g., email or chat, for quality. Change Brought by Omnichannel Interactions. Increased session length could.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

BlueOcean

AUGUST 13, 2024

We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? The fine details of the data roll up into “higher level” critical measurements that are of vital importance to outsourced call center performance.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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. TechSee is led by industry veterans with years of experience in mobile technologies, artificial intelligence, and big data. and Madrid.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s say you have an agent with consistently good AHT measurements.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

Calabrio

OCTOBER 3, 2024

Analytics Using data to set goals: Lessons from Klaus Bang, the Danish Viking and WFM ninja Share Klaus Bang, fondly known as the Danish WFM Ninja, has spent years honing his skills in Workforce Management (WFM). Make sure your data is right, he emphasised. As Senior Workforce Manager at Alm.

Data 130

Data Average Handle Time Insurance Culture 130

InMoment XI

MARCH 22, 2025

Identifying Customer Pain Points and Opportunities for Expansion CI picks up on commonalities, gathering data that can help you identify concerns, frustrations, and customer intent. CI eliminates bias by relying on actual data rather than personal opinions. What would they like you to do better?

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s say you have an agent with consistently good AHT measurements.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

BlueOcean

DECEMBER 5, 2017

These steps and manual entry resulted in longer Average Handle Times, lower quality customer experience, and, sometimes, inaccuracies or errors in customer information. The data reveals that after the IVR integration, AHT per call was lowered by 53 seconds reducing cost per call. The Tactics.

Case Study 149

Case Study Study Communication Average Handle Time 149

NICE inContact

FEBRUARY 13, 2018

Open and accessible APIs allow for seamless integration and data dips into CRMs and databases to quickly and easily retrieve customer information based on their phone number or other data points, and immediately present those to the agent. Average Handle Time.

Contact Center 122

Contact Center Average Handle Time Engagement Wait Times 122

Kayako

JUNE 8, 2017

Sure, you’re average handle time or time tracking is going to take a hit but does that matter if you’ve invested time in helping a customer get everything they need in your reply? Through transactional data you’ll be able to map satisfaction across: Your product or service. Better email support.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. Collect and Analyze Data Accurate benchmarking starts with reliable data.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Calabrio

MARCH 5, 2025

Actionable Insights for Continuous Improvement: Analyzing FCR data helps identify recurring customer issues, knowledge gaps, and training needs. This data-driven approach allows for continuous improvement and optimization of the customer service experience. What is an Ideal First Call Resolution Rate?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Talkdesk

NOVEMBER 19, 2020

Automated data storage systems can bring up both real-time and historical data, so the agent has all relevant information on hand and can focus on providing a superior customer experience.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

Calabrio

MARCH 22, 2025

By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success. Their insights provide valuable data for management to optimize training and service delivery.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.

Call Center 130

Call Center How To Contact Center Gamification 130

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. ICMI data shows that 66% of agents get frustrated when faced with language barriers.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NobelBiz

DECEMBER 3, 2024

Moreover, forecasting facilitates budget planning, ensuring the organization can handle future challenges without compromising quality. This involves analyzing historical data, considering seasonal fluctuations, and factoring in external influences such as industry trends or economic conditions. What Needs to Be Forecast?

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

TechSee

OCTOBER 31, 2018

Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base. This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. IDC indicates that 63.5%

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

JUNE 11, 2019

TechSee has analyzed data from our clients, comparing it with data collected from control groups. Covering 70 clients, 220 contact centers and help desks and 30,000 agents, the report highlights the impact of Visual Assistance on customer service KPIs over time. KPI #4: Average Handling Time (AHT).

Self Service 117

Self Service Technology Customer Service Contact Center 117

AWS Machine Learning

OCTOBER 16, 2024

This pipeline provides self-serving capabilities for data scientists to track ML experiments and push new models to an S3 bucket. It offers flexibility for data scientists to conduct shadow deployments and capacity planning, enabling them to seamlessly switch between models for both production and experimentation purposes.

Customer Service 85

Customer Service Contact Center Insurance Financial 85