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Is Omnichannel Language Support in your Contact Center Strategy?

CX Global Media

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.

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Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems

Altivon

According to Turner, in a typical month the IVR deflects about 50 percent of the calls to self-service of one sort or another. The contact center has approximately 120 agents, flexing up and down a little bit with times. We like the experience that gives our customer,” said Turner.

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Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

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.

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Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

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. Average Speed of Answer (ASA).