NICE inContact

OCTOBER 30, 2019

The categories are: Rookie of the Year This category identifies customers who have chartered best practices in implementing any solution from the NICE or NICE inContact portfolio in the 2019 calendar year. Best Customer Experience This category acknowledges the customers who own the decisive moment in customer interaction.

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. The latest predictive and prescriptive analytics provide anticipatory insights into call volumes while suggesting data-driven best practices to exceed service levels. Are clunky or inconsistent IT processes slowing down CX?

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

Fonolo

APRIL 11, 2019

The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

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. Call Centers Will Change in 2020. Contact Center Trends 2019. A Knowledge Base is Crucial to Online Services.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome.

Self service 76

Self service Contact Center Benchmark Chatbots 76

SharpenCX

DECEMBER 10, 2019

And, as new clients pour in, hire more dog walkers to keep service levels high. Tactics: Run bi-monthly ad campaigns to find the dog moms and dads who need my services. What happened in your contact center in 2019? Did your agents consistently meet First Call Resolution every month and top the charts in CSAT ?

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Fonolo

MAY 7, 2015

Posted by Gary Vaynerchuk on Monday, June 17, 2019. Many new call center executives make the mistake of expecting their call center agents to care about the success of the call center as much as they do. First Call Resolution Rate. The Biggest Mistake Your Boss is Making. Average Handle Time.

Call Center 126

Call Center Management Contact Center Coaching 126