Magellan Solutions

JULY 5, 2021

Social Media Chat Support. Significant decrease in the client’s Average Handling Time (AHT) by 34% in 30 days. Average email response time decreased from 3 days to 3 hours. Case 5: B2B On-site Entertainment Provider. Reduction by 15% in Average Handling Time (AHT).

Customer Service 52

Customer Service Average Handle Time E Commerce E-support 52

Magellan Solutions

MAY 23, 2021

It’s an alarming rate considering that small businesses must entertain the majority of their clients. Typically, one agent can answer 40-50 inbound calls a day with an average handling time (AHT) of 3 minutes. Platforms such as social media and emails grew remarkably over the past couple of years.

Call Center 52

Call Center Social Media Entertainment Average Handle Time 52

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers.

Technology 122

Technology Customer Service Contact Center Call Center 122

Michel Falcon Experience

MARCH 12, 2019

I’m going to give you a lot of entertainment and engagement, but a lot of education as well too. I had the longest average handle time in our hundred person call center, and the reason why is because when you call the phone for someone in the US, and the first words that come out of their mouth are “Michel?

Culture 12

Culture 2019 Engagement Net Promoter Score 12