Article Average Handle Time Customer Care Customer Service 
TechSee
JUNE 25, 2019
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.
CSM Magazine
SEPTEMBER 8, 2023
In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing. All of which leads to a drop in waiting time and misunderstandings, which always increases average handling time (AHT).
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Playvox
AUGUST 25, 2022
There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels. In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article. ENJOYING THIS ARTICLE? Sign up for our newsletter.
TechSee
MARCH 19, 2019
Once upon a time, measuring customer service success was straightforward. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.
COPC
JUNE 9, 2023
Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.
BlueOcean
FEBRUARY 7, 2019
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. Need a hand?
Horizon CX
MARCH 19, 2022
A recent article from TechTarget states; “Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied.
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