InMoment XI

OCTOBER 31, 2024

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Lower AHT reflects efficient service. Consider including self-service options like chatbots for customers who don’t want to spend time with an agent.

Call Center 195

Call Center Metrics Self Service Effort Score 195

NICE inContact

SEPTEMBER 11, 2018

The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group. Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Oracle

OCTOBER 1, 2019

In general, PWC Research found that 60% of customers surveyed said they’d leave a company after unfriendly service. Chat queues benefit from careful monitoring for courtesy and with an eye toward reducing the average handle time per customer. Round-the-clock service.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. This frees up agents to focus on more complex issues and customer communications, reducing metrics like average handling time.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Upstream Works

JULY 6, 2022

” This form of AI is task-specific, where a high degree of training is required even to do fairly basic things like simple forms of self-service. Today’s level of AI can handle this fairly well, but “it’s not ready for long tail applications, such as what to do when an agent goes off-script,” Rob says.

Contact Center 78

Contact Center Self Service Average Handle Time Fashion 78

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. Average Handle Time (AHT): This number should decrease with improved and regularly maintained agent-facing knowledge management initiatives.

Metrics 40

Metrics Measurement Self Service Customer Service 40

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service. Conclusion.

Metrics 55

Metrics Customer Service Contact Center Social Media 55