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.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

eGain Blogs

APRIL 10, 2023

First-Contact Resolution and Average Handle Time Consistent knowledge, delivered in the flow of customer conversations from a centralized omnichannel hub of trusted knowledge and knowhow, reduces repeat calls and improves the seemingly conflicting metrics of First-Contact Resolution (FCR) and Average Handle Time (AHT).

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

Kustomer

JULY 1, 2021

“That personal, human experience that differentiate smaller brands from the existing industry giants, now that’s the key to building an engaged community that chooses you and your brand every single time. So what does it take to build a fanatical fan base in 2021? They also have the longest average handle time.

Retail 90

Retail Omnichannel E Commerce Brands 90

Uniphore

DECEMBER 17, 2021

Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Automate post-interaction analytics on 100% of contact center conversations to gain deep insight into trends and opportunities for improving member satisfaction and operational efficiency. Better health outcomes.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Oracle

OCTOBER 19, 2020

Empower connected, omnichannel experiences. Luggo now has an omnichannel customer experience that reduced the rental process time from weeks to just a few hours. Integrated tracking solutions also improved reporting and insights into customer needs and preferences. Paid search revenue of $4.4

Connections 47

Connections Average Handle Time Omnichannel Telecommunications 47

CSM Magazine

OCTOBER 6, 2021

The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights. Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. Delta Dental of Minnesota – Joint runner-up.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 52

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). What’s more, chatbots support an omnichannel approach.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52