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. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Uniphore

JUNE 10, 2021

Along the way, we learned a lot about the obstacles customers and agents face today. Here are 10 ways the best call centers are thriving in the new normal while others are struggling to survive. Getting rid of outdated EX metrics and KPIs. Make Every Agent Your Best Agent With AI & RPA Powered Real-time Agent Assist.

Call Center 98

Call Center Contact Center Webinar 2021 98

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. And the list goes on.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Interactions

APRIL 14, 2021

But navigating the myriad of opportunities to improve the way companies interact with customers is complex. Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months. And that’s why I want to share my insights with you today.

Virtual Agent 90

Virtual Agent Call Center Return on Investment Financial 90

Interactions

APRIL 14, 2021

But navigating the myriad of opportunities to improve the way companies interact with customers is complex. Given the emotional energy required, it’s not surprising to hear statistics that report 50% of new collection agents resign in under three months. And that’s why I want to share my insights with you today.

Virtual Agent 62

Virtual Agent Call Center Return on Investment Financial 62

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48