Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

Eptica

JULY 4, 2018

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Published on: July 04, 2018. This allows agents to answer and close them as a single interaction. Share this page on: Tweet.

Average Handle Time 49

Average Handle Time Contact Center 2018 Social Media 49

CSM Magazine

DECEMBER 12, 2019

There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S. If an interactive voice response (IVR) system is difficult to use, customers either hang up or zero out to an agent, raising inbound call volume and prolonging average handle time. trillion spent in 2007.

Customer Experience 52

Customer Experience Average Handle Time 2007 2009 52

Team HGS

FEBRUARY 13, 2018

The webinar theme revolved around the art and science of improving how today’s customers interact with businesses. We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” You have to measure AHT. You want to share key metrics.

Customer Service 40

Customer Service Net Promoter Score Contact Center NPS 40

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. This makes good business sense.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Published on: January 10, 2018. And with people increasingly wanting to interact with them through digital channels they also have to embrace new technology and new ways of communicating.

Customer Experience 49

Customer Experience Average Handle Time 2018 2017 49

NICE inContact

JANUARY 31, 2019

If you think of customer experience being the quality of any and all of your customers encounters with your company, which includes the “digital” aspects of a customers online research, use of a mobile app to get support or maybe find a location, or interactions via email, SMS, or even social media.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Government 74

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. This is the first step to improve first call resolution rates, reduce call center volumes and build successful digital customer interactions that don’t lapse into voice calls.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. This is the first step to improve first call resolution rates, reduce call center volumes and build successful digital customer interactions that don’t lapse into voice calls.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

LiveChat

FEBRUARY 6, 2018

First Contact Resolution means resolving a customer’s issue in a single interaction. You may worry that resolving a case will take you a long time. As you can read in our new Customer Service Report 2018 , companies with the happiest customers actually have the longest average handle times.

Average Handle Time 51

Average Handle Time Article 2018 Communication 51

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omnichannel 18

Omnichannel Management Contact Center Average Handle Time 18