2022 Average Handle Time Interaction Technology 
Interactions
DECEMBER 9, 2022
Five million dollars is the average cost per breach involving a remote worker (IBM Security, Cost of a Data Breach Report 2022). The only technology on the market that can do this is Trustera. What does real-time actually mean? We’ve seen major brands impacted by this at a much larger scale. How does it work?
Playvox
NOVEMBER 1, 2022
If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights.
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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.
Think Customers
JANUARY 18, 2022
Customer service interactions can quickly evolve, requiring different channels and tools. The same is true for a call that begins with an interactive voice response (IVR) system. These interactions vary from simple transactions to complex support inquiries. Humanity and technology, the best of both worlds. What is an IVR?
COPC
OCTOBER 28, 2022
New Zealand Employee Engagement Report, 2022. More importantly, interactions with callers are more engaging and flow better when they’re not placed on hold while agents search for answers. When the staff believes they have the right resources to do their job well, they are 4x more likely to remain in their current roles (*page 74).
ViiBE Blog
MAY 20, 2021
Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 billion active monthly users by 2022. Bigger enterprises need solutions allowing for smoother communication, transfer of data, and multilateral channel interactions.
CSM Magazine
DECEMBER 18, 2021
If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. As we aim to evolve customer experience over time, many of us are identifying problems with these types of surveys. Ed is a repeat-purchase customer.
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