CX Global Media

JUNE 6, 2017

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. And managing language services has not been on the top of a contact center leaders list. Click to Tweet.

Contact Center 176

Contact Center Government Healthcare Call Center 176

Altivon

JULY 27, 2020

IVR Doctors has more than 30 years of market research, usability consulting, marketing, and call center management experience. According to Turner, in a typical month the IVR deflects about 50 percent of the calls to self-service of one sort or another. Idaho Power was recognized as: Top Rated IVR System – Overall.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Taylor Reach Group

MARCH 20, 2018

Have you ever wondered what is behind any of the Contact Center operational indicators? AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). Bottom Line.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Taylor Reach Group

MARCH 19, 2018

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds.

Service level 92

Service level Abandon Call Wait times Call Center 92