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

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

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

Think Customers

AUGUST 18, 2021

Cloud contact centers provide many benefits, such as increased flexibility, cost savings, and the ability to support customers from virtually anywhere. Intelligent routing of calls can also improve customer experiences, average handle time, and call center agent performance.

Retail 52

Retail Average Handle Time Omnichannel Loyalty 52

Ecrion

JULY 17, 2019

Tracking how your customers want to be contacted by you and then optimizing those channels is an important part of the enhancing customer ROI. Contact Center KPIs The issue of service metrics for customer call centers is an entire topic unto itself. How many tickets are we actually resolving over time?

Metrics 55

Metrics Customer Service Call Center Net Promoter Score 55

Natalie Petouhof

SEPTEMBER 12, 2018

Increase First Contact Resolution (FCR). Reduce Average Handle Time (AHT). And AI development is not the core business focus of a contact center. Wasted time and money and longer time-to-value. Increase agent productivity, morale, retention (reduce attrition costs). 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

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

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. Contact us here. But where do we start?

Metrics 219

Metrics Customer Care 2019 Measurement 219

Natalie Petouhof

AUGUST 13, 2015

One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. That customer might be loyal for a while, at least until there’s a better deal from another company. It’s part of why there is so much customer churn. They know what they would like to do.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Natalie Petouhof

APRIL 7, 2016

Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime.

Customer Journey Mapping 53

Customer Journey Mapping Average Handle Time Customer Journey Government 53

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Clarabridge

SEPTEMBER 21, 2017

In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

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

Lithium

OCTOBER 18, 2021

Today’s CX and contact center leaders are offered a bounty of vendor options to fill both technical and business needs inside the contact center and across the customer journey as a whole. Received your ROI results and want to learn more? The other half of the battle? Brands like DoorDash , Aetna, e.l.f.

Average Handle Time 52

Average Handle Time Contact Center ROI Consulting 52

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Prepare a list of desired outcomes and work accordingly to achieve them.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Lithium

JULY 5, 2022

Reducing time spent on reporting and publishing. Agent Handle Time. Average Chat Handle Time / Average Handle Time defines how long it takes for an agent to work on a particular conversation. Cost Per Contact. A lower cost per contact equals cost savings and ROI.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals.

2020 52

2020 Social Media Return on Investment ROI 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals.

2020 40

2020 Social Media Return on Investment ROI 40

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40