Think Customers

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate?

Contact Center 52

Contact Center Average Handle Time Customer Satisfaction 2022 52

Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Customer Service Call Center Contact Center 29

Stella Connect

NOVEMBER 2, 2021

Be less concerned with average handle time, and bring your focus to first call resolution (FCR) as this metric is connected to nearly all other KPIs. #4. This blog post was originally published on November 8, 2018, and has since been updated. Make Policy Exceptions When Appropriate.

Contact Center 88

Contact Center Average Handle Time Interaction Brands 88

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 48

Contact Center Average Handle Time Document Customer Satisfaction 48

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Government 74

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. But where do we start?

Metrics 219

Metrics Customer Care 2019 Measurement 219

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

Upstream Works

JULY 6, 2022

With so much technology change, this is hard to do, but the stakes have never been higher for contact centers. Artificial Intelligence (AI) application integrations hold great promise, but remain poorly understood by contact center leaders and is overhyped by vendors. Decision-Makers’ Resistance to AI.

Contact Center 78

Contact Center Insights Average Handle Time Fashion 78

Kustomer

JULY 8, 2021

Darryl recognizes that as a leader in the contact center world, it can be difficult to fully buy into the idea of AI services when some existing processes are alright as is. Many leaders question why they should even buy into AI when innovation is already happening within their contact centers. TRANSCRIPT. Read More Hide.

Contact Center 98

Contact Center Consumers Technology Innovation 98

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Contact Center 54

Contact Center Average Handle Time Document Interaction 54

NICE inContact

FEBRUARY 13, 2018

With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT).

Contact Center 49

Contact Center Average Handle Time Engagement Metrics 49

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall. The post Guest Blog: Are You Setting the Right Customer Experience Goals?

Blog 96

Blog Customer Experience Contact Center Airlines 96

SaleMove

SEPTEMBER 3, 2021

As you move to Digital Customer Service, here are 4 strategies that you should consider to streamline your operations and reduce call handle times. The post How Can Digital Customer Service Improve Contact Center Efficiency? appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Customer Service Average Handle Time Blog 52

SaleMove

SEPTEMBER 3, 2021

As you move to Digital Customer Service, here are 4 strategies that you should consider to streamline your operations and reduce call handle times. The post How Can Digital Customer Service Improve Contact Center Efficiency? appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Customer Service Average Handle Time Blog 52

Bold360

MAY 14, 2020

In the first of a three-part conversation, Nate and I discussed how CX leaders are coming from the world of the contact center, what makes a good leader and how Nate took this journey himself. “We’ve Transitioning from the contact center to CX leadership. How much overlap exists between the contact center and CX?

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Document Webinar 61

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 23% improvement in FCR (First-Contact Resolution).

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Call Recording 50

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Here is a quick example.

Contact Center 48

Contact Center Average Handle Time Financial Document 48

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Contact center leaders must understand how the criteria for CX has changed with the pandemic. Meeting the New Criteria for Customer Experience.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 23% improvement in FCR (First-Contact Resolution).

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. Are the tools easy to use? It Had Better Be!

Blog 97

Blog Omnichannel Average Handle Time Contact Center 97

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 23% improvement in FCR (First-Contact Resolution).

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond? Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. Here at RingCentral , many of our customers fall into that category.

Contact Center 48

Contact Center Average Handle Time Insurance Customer Satisfaction 48

Myra Golden

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). ” Subscribe to my blog for more ideas like this. I’m listening, and I have an answer. You can move customers out of venting, rambling, and storytelling using Reframing Statements.

Average Handle Time 104

Average Handle Time Contact Center Blog Customers 104

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!

Call Center 91

Call Center Contact Center Average Handle Time E-support 91

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. Overall, only 12.1% of businesses receive high NPS ratings though 81.9% recognize CX as a differentiator.

Innovation 98

Innovation Contact Center Average Handle Time NPS 98

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Promote better decision making Contact center agents come across multiple customer interactions that involve complex decision making. This will help align the team towards common goals.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116