Eptica

JANUARY 9, 2019

In this first post on VoC , Eptica CEO Olivier Njamfa explains how you can ensure your program delivers the ROI that all businesses need. How to reduce Average Handling Time and improve quality In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience.

2018 89

2018 Blog Average Handle Time 2019 89

TechSee

DECEMBER 16, 2020

The ability to virtually enter a customer’s home to provide remote support while alleviating their health concerns has been vital to achieving the company’s goals of increasing FCR and NPS while decreasing average handling time. A large housing association in the UK, LiveWest owns and manages almost 40,000 homes.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Talkdesk

SEPTEMBER 18, 2020

There are various ways of addressing this question and we will be discussing a few below; but in a nutshell, link everything with return on investment (ROI) — both qualitative and quantitative. A common question that arises is, “How do I set up a knowledge management strategy when most of my team is remote, and measure its efficacy?”

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

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

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. Here are some eye-popping ROI examples from these clients: Telco. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

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. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

DECEMBER 8, 2022

You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI). While setting goals, ensure they are measurable, attainable, and time-bound. This way, you can keep track of them periodically. Bottom line.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

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.

Average Handle Time 52

Average Handle Time Contact Center Customer Centricity NPS 52

Call Experts

SEPTEMBER 15, 2022

As customer satisfaction is the most critical factor in profitability, offering a 24-Hour customer service number can deliver substantial positive ROI. Another metric to track is the average handle time. This metric shows the average time it takes for a support agent to resolve a customer’s issue.

Customer Service 52

Customer Service Average Handle Time Customer Retention Metrics 52

Talkdesk

FEBRUARY 4, 2021

Customer experience (CX) leaders, while not the primary stakeholders in charge of reducing costs, must partner with their customer support/service counterparts to ensure CX is maintained and is driving return on investment (ROI) to help support the business’s bottom line. . Abandonment rate.

Metrics 87

Metrics Technology Contact Center Customer Experience 87

Talkdesk

MARCH 24, 2020

Rather than spending valuable time hunting for information, agent assistants transcribe calls in real time, identifying key words and phrases that generate knowledge base article recommendations to agents, helping them provide answers to customers’ requests faster and more effectively. Knowledge Base Administrators.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. Here are some eye-popping ROI examples from these clients: Telco. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

Magellan Solutions

JUNE 12, 2021

While at the same time deliver effective customer support. From a business’ point of view, customer retention and ROI is the ultimate goal to keep it running. Identifying these key trends through the help of speech analytics improve customer retention , lower churn rate, and increase ROI.

Call Center 52

Call Center Multi-Channel ROI Customer Retention 52

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. Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. Here are some eye-popping ROI examples from these clients: Telco. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

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. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

2020 52

2020 Social Media Return on Investment ROI 52

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. A lower cost per contact equals cost savings and ROI. KPIs for Care. Care KPI Definition.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Think Customers

AUGUST 18, 2021

Intelligent routing of calls can also improve customer experiences, average handle time, and call center agent performance. Rather than trying to make blanket improvements, a narrow focus can illuminate which areas will drive the most CX improvement and ROI.

Retail 52

Retail Average Handle Time Omnichannel Loyalty 52

Eptica

JULY 25, 2018

This delivers real, measurable ROI from VoC programs. How to reduce Average Handling Time and improve quality. Following this they need to close the loop, implementing improvements and then checking that they have fixed any satisfaction problems through further analysis.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

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. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

2020 40

2020 Social Media Return on Investment ROI 40

Eptica

JULY 11, 2018

Understand your current and future needs Customer expectations and demands are increasing all the time. At the same time you want to deliver a fast ROI to unlock future budget for CX programs. I recommend taking the time to understand what your business requires now, and how this will change over time.

Customer Experience 51

Customer Experience Average Handle Time 2018 Roadmap 51

Interactions

DECEMBER 4, 2019

Having a partner to support the end-to-end delivery of an IVA not only reduces your stress, but can also reduce the long term costs, resulting in a faster ROI. Maybe you want to increase your CSAT or NPS scores, reduce average handle time for your agents, or even increase your incremental revenue streams. The benefits.

Average Handle Time 62

Average Handle Time Innovation ROI NPS 62

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

ProProfs Chat

DECEMBER 26, 2019

These are: First Response Time (FRT), which measures the time needed for agents to react to customers’ initial messages. . Average Handling Time (AHT), which shows the average time needed for your live chat agents to help customers’ overcome an issue. So what are you waiting for?

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90

Natalie Petouhof

SEPTEMBER 12, 2018

Reduce Average Handle Time (AHT). List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Increase First Contact Resolution (FCR). Increase agent productivity, morale, retention (reduce attrition costs).

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Team HGS

JUNE 14, 2017

HGS has employed our Smart Channel Selector to significant ROI for our clients. And average handle time (AHT) has been reduced to 477 seconds from 683 seconds. For a leading consumer electronics manufacturer, we designed and now manage a consumer self-service portal branded as “client” USA.

2017 52

2017 Multi-Channel Average Handle Time 2016 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. How many tickets are we actually resolving over time? Average reply time. Are we timely in our response to the customer? Average handle time.

Metrics 55

Metrics Customer Service Call Center Net Promoter Score 55

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

Clarabridge

SEPTEMBER 21, 2017

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. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Fixing these failure points will result in reduced call volumes, increased efficiency of self-service channels and also better ROI on your customer service investments.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Smith+co CX

SEPTEMBER 14, 2017

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. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39

Magellan Solutions

JULY 8, 2021

Ultimately, it comes down to two things : Firstly, return on investment and secondly how long you can support telemarketing activity until that ROI return kicks in. There is no fixed ratio for success. It differs widely. . Success should be directly related to your achievement of your business growth targets.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

Talkdesk

JULY 31, 2017

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. Another big thing is, our agents love our software.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

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. Another big thing is, our agents love our software.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Smith+co CX

SEPTEMBER 14, 2017

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. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

Workshop 28

Workshop Touchpoint Average Handle Time Insurance 28