Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. They’re not avoiding interactions, but they’re not going the extra mile either, usually because they’ve become so disengaged.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

ShepHyken

JULY 11, 2022

Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. The ones you want are about the customer and include CSAT, NPS, CES, CLV, and more.

Article 24

Article 2022 Customer Service Magazine 24

Team HGS

AUGUST 22, 2017

Artificial intelligence (AI) has been an area of increasing investment, with the AI market poised to grow to $40 billion by 2022, according to Market Research Store. Q1: Do any of your clients have more digital interaction than voice today? This client is seeing that 70% of interactions are digital and only 30% are phone calls.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52