eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. The article was curated by Susan Hash , the Editorial Director of Contact Center Pipeline magazine.

Contact Center 52

Contact Center Average Handle Time Magazine Healthcare 52

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. 75% Improvement in Average Handling Time. 40% Faster Agent Time to Proficiency. Coveo for ServiceNow is now available in the ServiceNow Store. About Coveo.

Technology 40

Technology Average Handle Time Contact Center 2019 40

CSM Magazine

SEPTEMBER 29, 2022

Reduce Average Call Handling Times : organisations need to ensure that disgruntled consumers can get the support they need as quickly as possible. Analysing each call to identify issues that displease customers and push up average handling times will help you minimise these common causes of friction.

Average Handle Time 52

Average Handle Time 2011 Telecommunications Automotive 52

CSM Magazine

AUGUST 30, 2022

Bringing the power of AI to phone calls not only helps to reduce average handling times, but also helps advisors to remove customer frustration by having the voice channel running seamlessly alongside web and social channels. And, because calls are transcribed in real-time, there’s no need for advisors to take notes.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

CSM Magazine

NOVEMBER 3, 2023

The reasons are varied and understandable: a reluctance to pioneer technology that’s considered yet-unproven, plain old inertia, or simply not knowing where to start. The benefits of AI for customer service (beyond the buzzword) Typically, without a business case, operations leaders won’t implement AI technology. Here’s why.

Customer Service 52

Customer Service Average Handle Time Competitive Advantage Social Media 52

CSM Magazine

JULY 10, 2023

Demand on the Contact Centre Is Changing It’s the ability to take breaks but then it’s harder than ever before to be able to take breaks and there’s a lot of reasons for that; demand is high, occupancies are getting higher, average handle times are higher.

Average Handle Time 52

Average Handle Time 2023 Technology Definition 52

CSM Magazine

MARCH 28, 2023

It’s game-changing technology that gives our clients a significant competitive advantage, enhancing efficiency and helping deliver excellent customer service.” SmartScore launches to EvaluAgent customers in April 2023 and quality teams are encouraged to trial it for free.

Average Handle Time 52

Average Handle Time 2012 Competitive Advantage 2023 52

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Magazine Average Handle Time Call Center 40

CSM Magazine

JUNE 23, 2021

Theloops secures $8.75m in seed funding to reinvent support operations for modern SAAS businesses investment led by dell technologies capital positions company to meet significant demand for agile, intelligent support operations. About Dell Technologies Capital. For more information visit www.theloops.io.

Average Handle Time 52

Average Handle Time 2012 2021 Technology 52

CSM Magazine

SEPTEMBER 17, 2020

Software is one of the most important investments for call centres, without the right implementation of modern technology, call centres can swiftly see standards slip in comparison to their competition. Before looking into the benefits of voice analytics, it’s important to understand exactly what this piece of technology is.

Average Handle Time 52

Average Handle Time Customer Experience Exceptional Customer Service Metrics 52

CSM Magazine

JANUARY 25, 2022

They have a wealth of valuable information and first-hand experience that is vital to selecting the right digital technology to best serve your customers. Aligning people, process and technology. Creating the CX and EX vision to drive the technology roadmap. Creating a shared vision for CX and EX across the organisation.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

CSM Magazine

NOVEMBER 14, 2023

Changing Role of the Agent The reason for this paradox is when technology removes a large portion of administrative tasks from humans, agents must adapt to embrace increasingly complex customer inquiries, becoming true brand guardians with the power to influence corporate perception, enhance loyalty and boost profits.

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

CSM Magazine

DECEMBER 8, 2022

This goal is specific, measurable, and time-bound; hence can be reviewed at the end of a quarter to cross-check targets. In today’s era of digital transformation, organizations are adopting technology and AI to maximize business potential. As a customer base grows, leveraging technology to automate routine processes is the way to go.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

CSM Magazine

SEPTEMBER 28, 2021

Faster resolution lowers average handling time (AHT) and drives efficiency through the enterprise. SmartAssist uses AI-native technology from the ground up using the company’s unmatched [ML]+2 Natural Language Understanding (NLU) engines. Agent Assistance. For more information on Kore.ai SmartAssist, visit [link].

Contact Center 52

Contact Center Average Handle Time 2014 Healthcare 52

CSM Magazine

JUNE 10, 2022

For too long, bigger players in the market have claimed to provide game-changing technology. Jaime Scott, CEO of Evaluagent comments; “This release is proof that when applied with real customer needs in mind, AI can provide step change capabilities for contacts centres.

Average Handle Time 52

Average Handle Time Marketing Insurance Webinar 52

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. To read more of Opentalk magazine, click the button below.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

CSM Magazine

JUNE 1, 2018

But in today’s empathy economy where customer expectations are higher than ever, companies need to leverage technology to enable and empower front-line agents in their customer service operation. And how is technology changing the game in terms of operational efficiency, agent morale, and support center profitability?

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction. To read more of Opentalk magazine, click the button below.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

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

CSM Magazine

DECEMBER 18, 2021

Without waiting weeks to see trends, this company can mobilize changes based on real-time feedback. In terms of sophistication, this is several notches above what most companies are aiming for with their customer surveys — but new technology is making it easy for any company to implement just this approach. About the Author.

Contact Center 52

Contact Center Average Handle Time 2022 NPS 52

CSM Magazine

OCTOBER 6, 2021

Once they identified the root cause behind agents underuse of the GPS tool (lack of training, misconception on time taken to use the tool), contact centre leaders were able to partner with the training team to re-launch the GPS tool kit. Delta Dental of Minnesota – Joint runner-up. After just a few months, they’ve increased FCR by 2-3%.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 52

CSM Magazine

OCTOBER 30, 2019

This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

CSM Magazine

OCTOBER 15, 2018

It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.

Contact Center 56

Contact Center Average Handle Time Travel 2013 56

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Companies have two options: speed or quality.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

CSM Magazine

APRIL 5, 2018

While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. Incorporate co-browse and screen-share technology into your phone based contact centres.

Customer Care 40

Customer Care 2030 2004 Average Handle Time 40

CSM Magazine

APRIL 12, 2018

Instead, I was met with a considerate, kind and humorous representative who greeted me, listened to me and patiently worked through various technology challenges. In most call centers, average handle time is one of the leading metrics used to manage a rep’s performance. I just had to ask her… “What is your secret?

Leadership 40

Leadership Average Handle Time Airlines Workshop 40

CSM Magazine

JUNE 12, 2017

Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Call Center 45

Call Center Customer Experience Average Handle Time Telecommunications 45

CSM Magazine

MAY 31, 2016

OTIP (Ontario Teachers Insurance Plan) achieved 7% savings in overall salary payout, improved queue times by 79% and decreased average handling time (AHT) by 95 seconds. Cigna Insurance Services in the UK views automated WFM technology as a part of strategic resource planning and a people-management tool.

Multi-Channel 40

Multi-Channel E-support Social Media Contact Center 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. I do not believe Netflix put blockbuster out of business because of the technology. It’s not very inventive.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I applied for both, and then I was hired by both companies, and I chose one 1-800-GOT-JUNK because they had just won the Best Workplace in Canada Award by Maclean’s Magazine as a medium sized company. Food and Wine Magazine is the Bible of hospitality; they wrote about one of our venues our flagship location.

Culture 12

Culture 2019 Engagement Net Promoter Score 12