Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

2018 89

2018 Blog Average Handle Time 2019 89

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. This enables you to benchmark and compare performance and identify team and individual areas for improvement. Share this page on: Tweet.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

NICE inContact

FEBRUARY 13, 2018

Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). On average, screen pops shave off 15-20 seconds per call, because rather than the agent having to search for the customer’s information manually in the database, that process is automated.

Contact Center 49

Contact Center Average Handle Time Engagement Metrics 49

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. To read the first post, on reducing Average Handling Time and improving quality, click here. How to reduce Average Handling Time and improve quality.

Average Handle Time 70

Average Handle Time Contact Center 2018 Consulting 70

Stella Connect

NOVEMBER 2, 2021

Be less concerned with average handle time, and bring your focus to first call resolution (FCR) as this metric is connected to nearly all other KPIs. #4. This blog post was originally published on November 8, 2018, and has since been updated. Make Policy Exceptions When Appropriate.

Contact Center 88

Contact Center Average Handle Time Interaction Brands 88

Cyara

JULY 9, 2019

Blog: Art Schoeller at Forrester Research. LEX is one example of such a service that would be difficult, if not impossible to implement, in a premise-only environment. Art is the Vice President, Principal Analyst serving Application Development & Delivery Professionals at Forrester Research, Inc. Organization: Forrester Research Inc.

2019 52

2019 Contact Center Average Handle Time Competitive Advantage 52

NICE inContact

JANUARY 31, 2019

In fact, I’ve included a link to an unbiased market source at the end of this blog. In fact, 50% of consumers today prefer starting on the web and the mobile app drives the highest Net Promoter Score among all channels ( 2018 CX Transformation Benchmark ). There are plenty of places you can go to find that information.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Government 74