Serenova

MAY 29, 2020

These contact center best practices create the enduring customer experiences necessary for brands to thrive now and long after this crisis ends. Contact Center Best Practices for 2020. An uncompromising focus on customer experience is the most critical best practice for any successful contact center.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

These contact center best practices create the enduring customer experiences necessary for brands to thrive now and long after this crisis ends. Contact Center Best Practices for 2020. An uncompromising focus on customer experience is the most critical best practice for any successful contact center.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Global Response

FEBRUARY 13, 2022

What is a Multi-Channel Contact Center? Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. Multi-channel contact centers vs. traditional call centers.

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

AWS Machine Learning

MARCH 31, 2023

Call volumes increased further in 2020 when the COVID-19 pandemic struck and driver licensing regional offices closed. Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals.

Virtual Agent 74

Virtual Agent Self service Transportation Customer Experience 74

Aspect

JULY 15, 2020

The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. We have been a pioneer in the development of cloud-based contact center solutions with our Aspect Via Platform , and Aspect Via WFM is in high demand.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Enghouse Interactive

FEBRUARY 9, 2021

This reduces unsuccessful transfers, time in queue and average handle times (AHT). Their most recent research “ Customer Engagement Transformation: 2020-21 Research Study” was undertaken in August – October of 2020, and reflects key learnings from their transformation accelerated by the Covid-19 pandemic.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66