TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Average Handle Time Wireless 117

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

Talkdesk

JULY 31, 2017

What do people measure and use as a leading indicator of customer service? We’ve been in the business for a long time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. Just fix it right the first time.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

What do people measure and use as a leading indicator of customer service? We’ve been in the business for a long time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. Just fix it right the first time.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40