Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. AI can free your agents to focus on complex customer issues and provide personalized service.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

JustCall

MARCH 7, 2023

Add to that the heightened customer expectations today (especially after the pandemic), and you will see the need for a robust analytics contact center solution. What Is Contact Center Analytics? Much like every other department of a business needs analytical insight to function well, so does the contact center.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Hodusoft

JULY 19, 2023

Improved Efficiency and Productivity: The software streamlines call handling processes, automates repetitive tasks, and optimizes agent workflows to maximize operational efficiency. Agents are able to handle more calls in less time, enabling enhanced productivity.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

JUNE 28, 2023

First contact resolution — the resolution of a customer’s issue within the first call. This metric helps determine the effectiveness of your call center and contributes greatly to overall customer satisfaction and retention. Average handle time — the amount of time it takes a rep to handle a call from start to finish.

Call Center 67

Call Center Metrics call center software Contact Center 67

Hodusoft

FEBRUARY 29, 2024

If your MSP call center is still relying on outdated systems, lacking integration capabilities, or struggling with compatibility issues, it’s time for a technological revolution. Investing in cutting-edge solutions can enhance efficiency, streamline processes, and ultimately improve the overall customer experience.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Self service 66

Self service Contact Center Chatbots Average Handle Time 66