Average Handle Time Interaction Technology Virtual Agent 
UJET
DECEMBER 10, 2020
Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.
UJET
DECEMBER 10, 2020
Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.
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BlueOcean
OCTOBER 4, 2023
But what mix of live agents versus AI is best for your business? The same is true for first call resolution and average handle times. We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution.
Think Customers
OCTOBER 4, 2021
In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Find the right mix of technology and humanity. Chatbots are primarily text-based and scripted to answer specific questions.
TechSee
AUGUST 14, 2018
Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT). Wrong inputs undermine the ability of the IDSS to identify the problem.
TechSee
MARCH 19, 2019
When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.
Pointillist
SEPTEMBER 28, 2021
Advances in digital technology have reshaped customer expectations for exceptional experiences. However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal.
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