Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. How long does it take agents to handle an inbound call or inquiry?

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Uniphore

NOVEMBER 16, 2021

Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Banking contact center interactions are expected to remain elevated through 2024. And shift we did.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

Uniphore

JUNE 10, 2021

It’s no secret that better coaching creates more effective agents and better overall customer interactions. 63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Did you know?

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

ShepHyken

JANUARY 22, 2021

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. The supervisors can listen to the live calls, monitor the agents’ performance, provide on-call assistance to help the agents have qualified interactions.

Call Center 88

Call Center Contact Center Average Handle Time E-support 88

Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. During times of crisis, customer needs change. Download the full guide here.

2020 116

2020 Average Handle Time 2021 Consumers 116

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 Remote visual support is an innovative technology revolutionising customer service and customer support practices we have come to know so far. What is remote visual support?

Transportation 52

Transportation Average Handle Time Contact Center Technology 52

Uniphore

JANUARY 21, 2022

Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike. Download the Article. That’s a serious improvement.

Healthcare 59

Healthcare Net Promoter Score Average Handle Time Insurance 59

CSM Magazine

JANUARY 12, 2021

Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? Consider using AI technology in tandem with live agents to deal with demand while still offering a personalised customer service when required.

White Paper 52

White Paper Average Handle Time Automotive Transportation 52

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. One way we will accomplish this is by improving our call Average Handle Time (AHT). Here is a quick example.

Contact Center 48

Contact Center Average Handle Time Financial Document 48

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. To gain buy-in for this type of interaction in a social customer service program, executives need to show senior leaders a viable business case. Calculating Costs. Calculating Gains.

ROI 45

ROI Social Media Airlines Customer Service 45

Interactions

MARCH 29, 2023

Growing Need for Real-time Redaction Technology The paper cites industry statistics that testify to the need for real-time redaction. The caller doesn’t feel that there is an AI technology in between.” For more information about Trustera, download the research paper or visit the Trustera section of our website.

Interaction 62

Interaction 2023 Average Handle Time Contact Center 62

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Are your customers happy? How do you know? ​​How

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Service Untitled

SEPTEMBER 3, 2010

It’s all about what the customer thinks after every interaction. We instituted new measuring actions of our customer interaction and after each interaction we will ask the customer how we performed. We recognized that great service doesn’t come down to what we think about our performance internally.

Blog 41

Blog 2010 Customer Care Average Handle Time 41

Uniphore

JUNE 7, 2021

With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now. Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Automate post-interaction activities and trigger follow-ups.

Call Center 59

Call Center Average Handle Time Contact Center Webinar 59

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Choose your technology. Read the full story by downloading the free white paper below. Reduced costs.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Qualtrics

APRIL 17, 2021

When success is so heavily weighted towards operational metrics like average handling time, the quickest solution tends to win – which isn't always the best solution for the customer or the business. There are three critical areas where contact center leaders need to focus their time. Download Now.

Contact Center 26

Contact Center Average Handle Time Metrics Feedback 26

ViiBE Blog

JANUARY 15, 2021

This means that agents can neither see nor interact with specific elements of a webpage, like a credit card field or anything else personal. Modern technology trends like co-browsing are quickly being adopted by companies to distinguish themselves from competitors. Co-browsing, the customer service X-factor. Empowered support agents.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

This means that agents can neither see nor interact with specific elements of a webpage, like a credit card field or anything else personal. Modern technology trends like co-browsing are quickly being adopted by companies to distinguish themselves from competitors. Co-browsing, the customer service X-factor. Empowered support agents.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Download Now. Silo Mentalities.

Contact Center 45

Contact Center Management Call Center Download 45

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Kustomer

JANUARY 27, 2022

And that’s really what we’re looking to do is look for those next founders and those next companies that are trying to be disruptive with data, with business applications, with software, and using technology to solve these problems in these areas. It’s part of that ownership and that maintenance of it over time.

Metrics 97

Metrics Definition E-support Customer Success 97