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. Use Eptica’s powerful filtering technology to identify and show all open requests from the same customer to the agent, when they are handling an incoming enquiry.
Playvox
DECEMBER 13, 2022
Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.
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ShepHyken
OCTOBER 1, 2023
Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.
Experience Investigators by 360Connext
FEBRUARY 6, 2024
For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. He believes organizations should now measure earned growth instead (which he explains in the article linked above). with your company, its products, services, and interactions. Customers are nuanced. How do you measure it?
TechSee
JANUARY 24, 2023
While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT. Visual support is the best tool in your toolbox, so use it early in the interaction. This increases AHT and reduces customer satisfaction.
Playvox
DECEMBER 15, 2022
Related Article: The Human Side of Workforce Management. When we think about digital channels, it’s important to note that digital channels are not all the same and must be handled differently. Customer interactions can typically be categorized as either synchronous or asynchronous. All Digital Channels Are Not Created Equal.
BlueOcean
FEBRUARY 7, 2019
Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.
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