NICE inContact

NOVEMBER 1, 2017

Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators. Take the time to reflect on whether or not your organization is ready for advanced self-service implementation.

Self Service 0

Self Service Contact Center Average Handle Time Call Center 0

NICE inContact

NOVEMBER 1, 2017

Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators. Take the time to reflect on whether or not your organization is ready for advanced self-service implementation.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Step 2: Collect Relevant Data Once your goals are in place, it’s time to gather relevant data. What is the ROI of Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

NobelBiz

MAY 21, 2024

Helpdesk and ticketing system integration facilitates efficient issue resolution and better collaboration, while integrating a knowledge base and self-service tools empowers agents and customers with easy access to information, leading to faster resolutions and continuous improvement.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

NobelBiz

APRIL 25, 2023

Implementing an efficient scheduling system and workforce management software can help you avoid overstaffing or understaffing, ensuring you have the right number of agents available to handle customer inquiries. Indeed, customer service’s major difficulty is creating a consistent experience across all touchpoints.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Pointillist

MARCH 1, 2019

Integrate Structured and Unstructured Data Easily Integrating customer interaction data across channels such as IVR systems, chat transcripts, website, social, messaging, etc. For instance, a common customer service flow could be from website to IVR systems. has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Integrate Structured and Unstructured Data Easily Integrating customer interaction data across channels such as IVR systems, chat transcripts, website, social, messaging, etc. For instance, a common customer service flow could be from website to IVR systems. has always been a challenge for call centers.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40