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

Callminer

FEBRUARY 21, 2018

He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S.

call center software 210

call center software Call Center Contact Center Analytics 210

Babelforce

SEPTEMBER 3, 2020

Average Handling Time (AHT). The average duration of a customer interaction. Conversational IVR. Conversational IVR is shaping up to be one of the biggest customer service developments of the decade. In a nutshell, conversational IVR brings Alexa-style voice interaction to IVR systems.

Call Center 52

Call Center Abandon rate APIs Interactive Voice Response 52