TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Limit call times to 3 minutes each? The discussion around how to reduce customer service costs is not a new one. Eliminate evening and weekend hours?

Self Service 207

Self Service Customer Service How To Contact Center 207

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. AI-Powered Summarization : Leverage generative AI to reduce average handle time (AHT) by 33% through concise call summaries.

Analytics 195

Analytics Data Social Media Average Handle Time 195

NobelBiz

DECEMBER 3, 2024

Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. Forecasting models must adapt to incorporate these innovations, ensuring accurate predictions despite changing dynamics.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

NICE inContact

SEPTEMBER 17, 2019

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. Average handle time (AHT) , a key CX metric, has fallen by two minutes! We love our shoes! Today, DSW leads the industry it has so effectively disrupted.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker. Average purchase value: What is the average dollar amount spent by customers? We want to dispel the belief CX teams need perfect data to move forward.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CSM Magazine

DECEMBER 9, 2024

Entitled “Unlock CX Innovation,” the webinar promises to tackle head-on why cloud transitions are falling short and, more importantly, how to ensure your organisation doesn’t become another cautionary tale. Traditional on-premise systems, while reliable, are increasingly becoming innovation bottlenecks.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Upstream Works

JANUARY 25, 2022

CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. While it’s true that CX innovation requires keeping up with emerging channels and technologies, digital transformation doesn’t mean you have to rip and replace your existing infrastructure.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

Calabrio

MARCH 22, 2025

Innovate with true cloud-based solutions Leverage cloud-based technologies for scalability, flexibility, and cost-effectiveness, enabling seamless integration and remote access. Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation.

Contact Center 130

Contact Center Management Strategy Call Center 130

NICE inContact

OCTOBER 12, 2018

Numerous internal transfers lead to increased and lengthy average handling times for live agents, which can be incredibly expensive for companies. In fact, by automating the front door and additional self-service in voice and chat, an innovative e-retailer experienced a 45-second reduction in average handling times, with 18.5%

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

NICE inContact

FEBRUARY 6, 2019

While there are metrics around efficiencies like average handle time, call resolution rates and the likes, a CX obsessed company really looks at the end customer metrics like customer effort, Customer Satisfaction (CSAT), Net Promoter Score (NPS) and even larger business metrics like Customer Lifetime Value (CLTV).

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. Robotic process automation (RPA).

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Improve AHT with knowledge bases. Agents can be assigned to different channels, such as voice, email, chat, and social media.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

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.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Calabrio

SEPTEMBER 30, 2020

That’s because each of our three finalists exemplify the innovative spirit and successful, goal-oriented programs that can result when powerful contact center analytics not just enable—but encourage—leaders to effectively tap customer data. But selecting a winner won’t be easy.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Interactions

FEBRUARY 6, 2025

Robust automation with a human element These complex requirements require an innovative, robust solution. This innovative capability allows the Interactions IVA to accurately grasp shifts in topics, manage multi-tasking requests, and overcome common challenges that trip up other IVAs.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

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

TechSee

MARCH 12, 2019

With contact centers facing ever-increasing volumes of enquiries and more complex customer issues, and as customers demand faster, more effective and more personalized service, innovative technologies are needed to further drive agent productivity and satisfaction. Benefits to agent productivity.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Oracle

NOVEMBER 23, 2020

The Thinker Award for Best Innovation in Service and Field Service honors those who dream about bigger and better commerce, service, and field service experiences—then roll up their sleeves and make them happen. For associates, this reduced time to proficiency, reduced average handling time, and increased confidence.

Innovation 75

Innovation Customer Service Banking Self Service 75

LiveChat

APRIL 25, 2016

On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. Call centers face such scenarios on a daily basis.

Average Handle Time 28

Average Handle Time Call Center First Call Resolution Analysis 28

TechSee

SEPTEMBER 26, 2024

However, before investing in breakthrough innovations, leaders must first define their goals. For example, while Agentic AI could technically handle customer churn issues, many brands will look to maintain a high level of human connection when handling these high-value interactions.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

TechSee

JUNE 4, 2019

One innovator in this area is Slack , an online communication platform that sees users logging 100 million collective hours online per month. Its flexible public channels, along with small private groups, can facilitate group learning as well as smaller workshops where ideas can be shared in real time. On-the-job learning.

Call Center 117

Call Center Training Technology Gamification 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.

Contact Center 95

Contact Center Average Handle Time Self Service Net Promoter Score 95

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. The Innovator: Looks for new ideas to improve processes. Helping customers resolve tricky issues puts pressure on the contact center in several ways. Controllers or empathizers?

Call Center 124

Call Center Self Service Contact Center Effort Score 124

TechSee

JULY 9, 2019

Customers hate to repeat themselves – it increases customer effort and drives up Average Handling Time (AHT). That’s why it’s vital to make sure Tier 2 agents have access to the same customer histories – ideally visual resources.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

BlueOcean

SEPTEMBER 10, 2024

Standard call measures like average handling time, first call resolution, and conversion rate are important, but these numbers are likely to be similar across vendors. And on the flipside, if you’re a first-time outsourcer, you’ll want to ensure your vendor’s internal operations and project management mirror yours.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

Standard call measures like average handling time, first call resolution, and conversion rate are important, but these numbers are likely to be similar across vendors. And on the flipside, if you’re a first-time outsourcer, you’ll want to ensure your vendor’s internal operations and project management mirror yours.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. How to do it: Use social customer service software that routes customer queries to the best agent in real time. 3) Be results driven.

Connections 149

Connections Tips Social Media Multi-Channel 149

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Self Service 117

Self Service Technology Customer Service Contact Center 117

TechSee

JULY 10, 2024

Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates. These innovators will not only stay competitive but lead the charge in an increasingly automated world.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

TechSee

APRIL 24, 2023

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. Every executive in this closed forum shared that due to economic uncertainty, efficiency is their leading concern.

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

TechSee

DECEMBER 16, 2020

The ability to virtually enter a customer’s home to provide remote support while alleviating their health concerns has been vital to achieving the company’s goals of increasing FCR and NPS while decreasing average handling time. A large housing association in the UK, LiveWest owns and manages almost 40,000 homes.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

TechSee

MARCH 5, 2020

Call centers using Visual Assistance have seen double-digit improvements in First Contact Resolution (FCR) rates, Average Handle Time (AHT), agent engagement and satisfaction (ESAT), as well as customer satisfaction metrics such as NPS, CES and CSAT. Sharing the Knowledge.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

TechSee

DECEMBER 2, 2020

The hype around remote visual support, accelerated by the extreme restrictions and limitations brought about by the COVID-19 crisis, is an excellent example of how misconceptions can take root and obfuscate the business benefits of innovative and practical technologies. Ready, set…slay! reduce costly truck rolls and product returns.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

TechSee

SEPTEMBER 18, 2019

One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers. Contact center agents are usually hyper-aware of their KPIs, which can form the basis of their financial incentives and the likelihood of them staying in their jobs.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

TechSee

OCTOBER 31, 2019

Bad desktop tools rank highest on the list of contact center challenges and it’s no wonder that service reps hate having to handle their own technical issues when they should be helping customers with theirs. Demon KPIs. They occupy their waking hours, haunt their dreams and possess the innermost reaches of their souls.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117