SmartAction

APRIL 20, 2022

Turning to technology may not be the first or obvious choice, but it should be. There’s no need for human agents to perform mundane, repetitive tasks that can be easily automated through a virtual agent. Rethink Call Center Metrics.

Call Center 94

Call Center Virtual Agent Average Handle Time First call resolution 94

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Global Response

AUGUST 7, 2023

If you measure your agents’ success solely based on, for example, average handle time or completed calls, agents might be motivated to simply complete calls as quickly as possible to meet those metrics. On the other hand, the right kinds of software can empower agents to do their jobs well and effectively.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. While conversational AI technology is amazing and transformative for the contact center, it is only a toolset. Conversational AI self-service technology requires a CX team across seven functional disciplines.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

SmartAction

SEPTEMBER 4, 2018

Their disruptive business model has helped them stand out against other high-level brands, and they’ve utilized technology as tools to give them a competitive advantage in the retail space. TechStyle’s AI Virtual Assistant Solution. So how does this technology fit in with their hiring practices? Beyond the Blog.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

Hodusoft

OCTOBER 19, 2023

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48

OctopusTech

JUNE 8, 2022

Technology is growing rapidly year by year and huge progress could be seen in machine learning , AI , automation of work, and customer service. Due to this, a lot of regular tasks and activities are handled by automation software and not by call center representatives so that they could focus only on complicated and challenging issues.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

Pointillist

SEPTEMBER 28, 2021

Advances in digital technology have reshaped customer expectations for exceptional experiences. However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal.

Contact Center 40

Contact Center Self service Metrics Analytics 40