2021 Average Handle Time Blog Interaction 
Upstream Works
NOVEMBER 19, 2020
The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.
ViiBE Blog
DECEMBER 21, 2020
Adopt Visual and Interactive Support. Augmented reality remote assistance is an emerging technology that allows experts to visually interact with customers or field agents. With AR remote assistance, agents are able to see and interact with the customer’s environment, giving the agent more case-specific information.
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ViiBE Blog
AUGUST 17, 2021
ViiBE Blog. August 17, 2021. CEM takes data from all customer interactions and analyzes it in order to design the perfect customer service system that will not only meet, but also exceed their customer expectations, thus increasing customer satisfaction, brand loyalty, and overall business performance. 26 August 2021.
Stella Connect
NOVEMBER 2, 2021
It’s why the service interactions taking place between your agents and your customers matter so much during the holiday season. Compared to last year, estimates suggest holiday shopping in 2021 will increase by at least 7%. Revenue, which any business needs to survive, is at stake. Know What Types of Inquiries to Expect.
Stella Connect
DECEMBER 2, 2021
67% of US and UK shoppers say they would stop doing business with a brand after only 2-3 poor customer service interactions. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Time Is Money for You—and Your Customers. 1: Response time. #2: 4: Personalized communication and resolution.
Uniphore
JUNE 10, 2021
It’s no secret that better coaching creates more effective agents and better overall customer interactions. 63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Did you know?
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. And shift we did.
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