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

AWS Machine Learning

MARCH 31, 2023

When a virtual agent successfully addresses a caller’s enquiry, the result is a happy caller, lower average hold times for all callers, and lower costs. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01

Self Service 96

Self Service Virtual Agent Connections Transportation 96

Calabrio

MARCH 22, 2025

Offer more effective self-service options Oftentimes, the best experiencefor both customers and contact centersis when customers can quickly and easily solve their issues on their own. Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

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 Effort Score 120

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

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. Offer Self-Service and Automation – Correctly. Here’s more on self-service and automation. Are your customers millennials or younger? Make sure to schedule for this. .

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

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

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

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

Talkdesk

SEPTEMBER 18, 2020

Provide access to knowledge Agents need to have access to the right knowledge, not just for the top inquiries, but for any issue they might encounter. 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.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

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. Image to text.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

TechSee

DECEMBER 28, 2020

Advanced remote support – powered by computer vision and augmented reality – can deliver automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job simpler.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

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. Automated results form the knowledge base. Guided workflows. The results?

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

TechSee

OCTOBER 10, 2019

For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time. Collaboration is the key to contact center success.

Contact Center 117

Contact Center Culture Self Service Wireless 117

ShepHyken

FEBRUARY 1, 2022

Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. Why is customer self-service important? Do customers prefer self-service?

Self Service 73

Self Service Average Handle Time Knowledge Base Chatbots 73

Help Scout

JULY 8, 2021

Having access to things like conversation trend data or team and individual performance metrics can help you improve your support drastically: Understanding your conversation volume and average handle time could inform how many agents you need to hire. chat, knowledge base, reporting)?

Self Service 116

Self Service Knowledge Base Groups Tools 116

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

Bold360

OCTOBER 2, 2020

Decreased Average Handle Time (AHT). By reducing the number of customer transfers and time the customer is placed on hold, companies see better AHT metrics, which also impacts customer satisfaction. The customer can ask their question any way they want, and NLP will parse out the intent. Improved Operational Efficiency.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

Eptica

OCTOBER 16, 2018

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. However, knowledge never stands still and answers should be continually monitored and improved where needed.

Report 68

Report Self Service Average Handle Time Contact Center 68

Magellan Solutions

APRIL 3, 2024

You have to invest time and resources into training those BPO chat agents on everything—your products, services, company culture, you name it. Provide them with comprehensive knowledge bases, product documentation, and best practices so they can effectively address customer inquiries and represent your brand like true ambassadors.

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies.

Omni-Channel 100

Omni-Channel Self Service Abandon Rate Policies 100

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

CSM Magazine

AUGUST 25, 2021

They also have to go through a lot of conflicting information on self-service platforms. Often, the resolutions provided are inaccurate,, or the response time is low, leading to extreme frustration. The need for Knowledge Management. How Knowledge Management can help improve customer experience.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Solvvy

FEBRUARY 5, 2020

For instance, Hubspot found that the average handling time (the time it takes to resolve a customer’s issue from start to finish) varied by more than 30% from one industry to another, with average handling times of 10 minutes in the gaming & gambling industry, and nearly 17 minutes in the web hosting industry. .

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

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

West Monroe

OCTOBER 20, 2017

It happened slowly, and I see it happening again but this time the change will be more pronounced. Providing self-service for simple tasks has a profound impact on a contact center. When agents are only handling issues more complex than a 6, a robust knowledge base becomes a requirement.

Self Service 51

Self Service Contact Center Average Handle Time Knowledge Base 51

Ecrion

JULY 17, 2019

Their goal is to eliminate the need for the call, in part, by having self-service documentation or information available on the company website so customers can answer resolve their own issues. How many tickets are we actually resolving over time? How many tickets are we actually resolving over time? Average reply time.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Eptica

AUGUST 1, 2018

To read the first post, on reducing Average Handling Time and improving quality, click here. Knowledge to empower agents Eptica’s platform is built around a centralized, AI-powered knowledge base. This ensures that agents have access to the latest information, whatever channel they are working on.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

TechSee

JUNE 25, 2019

The same computer vision AI technology that interconnects humans with technology to provide superior CX can also be utilized to reduce contact center agent workload through better agent decision-making and company-wide knowledge sharing through the creation of dynamic visual knowledge bases. Agent decision support.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

Talkdesk

SEPTEMBER 8, 2020

Consider implementing a user-friendly knowledge base and other self-service tools, such as AI-powered chatbots. Often, contact center vendors or consulting service providers have established relationships with select BPOs and can help facilitate the process. .

Abandon Rate 67

Abandon Rate Customer Experience Contact Center Healthcare 67

Bold360

APRIL 28, 2021

Pressure on the more labor-intensive live chat dropped almost immediately as the chatbot handled more volume. Connect the Knowledge Base. Connecting the chatbot to the bank’s internal knowledge base was very easy. Then we worked with the bank on handling routine customer conversations.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

Magellan Solutions

DECEMBER 5, 2023

Competent agents are more likely to address clients’ concerns on the first call, which decreases follow-up calls and frees up agents to handle more calls. Implement Self-Service Options. This can decrease variable costs by lowering handle times, enhancing first-call resolution, and improving quality assurance.

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

Eptica

SEPTEMBER 28, 2015

Share this page on: Tweet. As companies are becoming more customer-centric, this is approach is changing.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Natalie Petouhof

FEBRUARY 17, 2016

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Inefficiencies in self-service, call deflection, agent-assisted related support costs and knowledge base capabilities  . Requirements to add staff to handle more customer calls or call spikes.

ROI 40

ROI Report Self Service Customer Service 40

Kustomer

JULY 8, 2021

I started at a company called Edify, which was a self service company. I spent some, I spent quite a bit of time at Genesys and then Vikas and I met when we were at 8×8. ” So like, let’s have a conversation because I know I’m not going to get this resolved on self-service.

Contact Center 98

Contact Center Self Service Consumers Examples 98