Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Escalating from a digital channel to voice. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

pindrop

OCTOBER 12, 2021

KBAs are on the way out and need to be replaced with more comprehensive and sophisticated biometric and analytical tools. in 2012 to 6.1% Reduce Average Handle Time (AHT). Source: Aite Group interviews with 20 fraud executives from 18 large North American FIs, July to October 2019. The Real Cost of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52