Calabrio

FEBRUARY 28, 2025

By leveraging artificial intelligence, particularly natural language processing (NLP) and machine learning, voice analytics software analyzes audio recordings and live calls to extract valuable information about customer sentiment, intent, and behavior. How does voice analytics work? Today, those benefits are even clearer.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Increased session length could.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Calabrio

MARCH 11, 2025

Data-Driven Decision Making: QA provides a wealth of data that informs strategic decisions related to training, resource allocation, and customer experience initiatives. Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

Calabrio

MARCH 5, 2025

As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%. Its also important to evaluate FCR in context of other contact center KPIs such as average handling time (AHT) and customer satisfaction (CSAT) to get a more complete view of your contact center productivity.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Interactions

APRIL 2, 2025

An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. What this adds up to are IVA interactions where the customer is authenticated with easily accessible information and proactively asked if they need information on a recent order or shipment.

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%. Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

TechSee

OCTOBER 31, 2018

AI is essential for helping CSPs build self-optimizing networks (SONs), where operators have the ability to automatically optimize network quality based on traffic information by region and time zone. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Industry 100

Industry Telecommunications Trends Self Service 100

Interactions

FEBRUARY 6, 2025

Many off-the-shelf solutions or DIY IVAs struggle with the accuracy necessary to complete complex self-service interactions and the customization needed to meet personalization and regulatory needs. This means customers can quickly self-service more issues and need fewer escalations to live agents.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

NICE inContact

NOVEMBER 28, 2018

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Cold transfers occur when agents route calls to other agents internally without gathering information about the customer and passing it along.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

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. Coach with Customer Insights: Use customer feedback to inform your coaching and training programs. Next stepattrition.

Call Center 130

Call Center How To Contact Center Gamification 130

Calabrio

MARCH 22, 2025

Use analytics to understand current tech issues and define future needs Utilize analytics tools to identify technology-related challenges and inform future technology investments. Voice of Customer (VoC) tools used in the call center can drive value well beyond it, informing more effective marketing strategies and sales tactics.

Contact Center 130

Contact Center Management Strategy Call Center 130

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NICE inContact

OCTOBER 15, 2019

Customer Satisfaction: When you integrate your contact center software and CRM, you can deliver the fast, convenient and personalized service that your customers expect. Integrating also enables you to triage interactions or provide tiered levels of service. Want proof?

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Calabrio

NOVEMBER 12, 2019

CES measures how much work customers have to do to get information or to have their questions answered. AVERAGE HANDLING TIME Customers expect their questions to be answered quickly, which is where average handling time comes in. WHY TRACK CUSTOMER EXPERIENCE METRICS IN THE CONTACT CENTER?

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

Uniphore

JANUARY 21, 2022

Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Just how much can conversational automation improve employee efficiency?

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. One single desktop can accelerate agent onboarding and performance—speeding the way to full productivity!

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

Kayako

MARCH 29, 2019

Publish this information in your website footer, on your support page, and any other areas where customers find your team (like in your Twitter bio). If that information changes, be proactive about letting customers know and updating your availability and average wait times across your web properties.

Customer Service 194

Customer Service Self Service Average Handle Time Metrics 194

InMoment XI

JULY 25, 2024

Similarly, your contact center experience could be improved by offering robust self-service options like FAQs, chatbots, and online knowledge bases, which enable customers to resolve issues independently when possible. These solutions can be transferred to an agent if the severity of the issue calls for it.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

NICE inContact

JANUARY 8, 2019

Chances are they spend a lot of time on Social Media platforms, are actually ok with self-service and interacting with a bot. Provide your agents with the tools, information and empowerment to do what it takes to resolve the customer’s issue at the first attempt. Offer Self-Service and Automation – Correctly.

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

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

TechSee

JULY 17, 2018

A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. These insights can be used for smart classification and routing, faster diagnosis of the issue by the agent, or efficient self service guidance provided by a bot.

Wait Times 114

Wait Times Self Service Meeting Call Center 114

Kayako

MARCH 3, 2016

Self-service metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case.

Metrics 120

Metrics Net Promoter Score Self Service Abandon Rate 120

InMoment XI

DECEMBER 13, 2024

As a result, teams can make informed decisions on improving customer relationships and resolving issues. For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. While a high AHT is not ideal, a low AHT isnt great if it compromises service quality.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. For more information about this paper, you can find it here.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. Facial recognition.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Uniphore

DECEMBER 17, 2021

More than half also say they want service representatives to have their information upfront when calling and 71% of members say shorter contact center hold times would improve their engagement with health plans. A Forrester poll of members of 17 of the largest health plans in the country found an industry average score of 70.2

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Uniphore

JUNE 16, 2021

You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. There’s nothing worse for a customer than having to give the same information over and over across multiple channels (well almost nothing worse).

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Due diligence prior to dispatch: agents can determine the exact nature of the issue and dispatch the right technician with the correct information and parts. KPI #4: Average Handling Time (AHT).

Self Service 117

Self Service Technology Customer Service Contact Center 117

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. Virtual assistants to collect basic information.

Contact Center 95

Contact Center Average Handle Time Self Service Net Promoter Score 95

AWS Machine Learning

JULY 29, 2022

There is a challenge at every point in the contact center customer journey—from long hold times at the beginning to operational costs associated with long average handle times. We cover the following topics in this post: Reference solution architecture for the self-service AI. Deploying the solution.

Contact Center 131

Contact Center Self Service Resources Average Handle Time 131

Kayako

SEPTEMBER 27, 2017

Most live chat solutions have yet to find a way to help agents lower their response times, while also allowing them to provide thorough support. Why lowering average handle time on chat is so difficult. This information-gathering eats up precious time and can annoy agent and customer alike.

Self Service 168

Self Service Average Handle Time Social Media Communication 168

Talkdesk

SEPTEMBER 18, 2020

A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions. Reuse, reuse and reuse: It does not make sense to reinvent the wheel or create new content every time. This will help align the team towards common goals.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Even in a world of self-service, great customer service matters, perhaps more now than ever. For those still holding out, the primary concern was the business case for the technology.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124