TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR).

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time Contact Center Customer Centricity NPS 52

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. The drivers for changing roles in contact centers. Triage sessions between agents, technicians, and customers became the norm. Focus on agent engagement.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Higher NPS results in greater customer loyalty, higher customer lifetime value and engagement. Reducing time spent on reporting and publishing. Agent Handle Time. Cost Per Contact. Increased Revenue.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Natalie Petouhof

SEPTEMBER 12, 2018

Increase First Contact Resolution (FCR). Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)…. And AI development is not the core business focus of a contact center. Wasted time and money and longer time-to-value. The result?

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52