Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. And finally, after all this hassle, enter the offer to complete an IVR survey. December 2021.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

Uniphore

DECEMBER 17, 2021

Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Source: “3rd Annual Optum Survey on AI in Health Care,” Optum, October 2020. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT). Learn More.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Global Response

DECEMBER 13, 2022

After all, the more knowledgeable and confident agents are about your brand and offerings, the more they can: reduce average handle time. reduce hold and wait times. However, beyond general metrics, it’s essential to understand what your customers want. data from your own customer communications and surveys.

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. Numbers (usually picked for specific reasons) are automatically dialed and connected to a waiting rep.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. in the first quarter of 2020, and expected to continue to rise throughout 2021. That number is up from 11.8%

Customer Service 279

Customer Service Metrics Self service Average Handle Time 279

Toister Performance Solutions

MAY 13, 2021

One client implemented this tactic, and the results were immediate: #2 Focus agents on first contact resolution (FCR) Stop showing real-time productivity data to agents, including average handle time, emails per hour, and chats per hour. Are your survey scores being hurt by high volumes? extra discounts, etc.)

Contact Center 71

Contact Center Wait times outsourcing Self service 71

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. Metric standards that don’t make sense. According to the ASAPP survey, 77% of agents say hands-on training and shadowing are more effective than reviewing written materials. Low-quality feedback from supervisors.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Comm100

APRIL 28, 2021

Here are the top six metrics that you can use to analyze the success of your support team. accompanied by a survey scale. For maximum effectiveness, implement your CSAT survey in the live chat window and set it to automatically pop up once an agent marks a chat as concluded. The reason why is simple: they will tell you directly.

Customer Support 53

Customer Support Abandon rate Benchmark Wait times 53

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

JivoChat

MARCH 15, 2021

At the same time, it gives your support reps context , empowering them to provide the best possible service. According to a survey conducted by Aspect Software , businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. The result?

Customer Service 52

Customer Service Multichannel CRM Upselling 52

SharpenCX

MAY 16, 2022

Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. Your outbound call center metrics should be tied to your overall organizational goals. Average Handle Time (AHT). Common key performance indicators include.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Comm100

MAY 31, 2021

Customer satisfaction (CSAT): Track a combination of satisfaction metrics to get the full picture, including customer effort, loyalty, and net promoter score. Read our Live Chat Benchmark Report 2021 for more insight on AHT. You can also track CSAT on an individual, as well as team, level. It will also help you staff shifts better.

Average Handle Time 98

Average Handle Time Metrics Feedback Benchmark 98

Balto

APRIL 20, 2023

According to a Gartner survey , “real estate/facilities management” was the greatest target for budget cuts; 72% of CFOs wanted to trim their organization’s real estate footprint. If someone leaves or is let go, I’m not able to replace them at this time. They did, however, care more about dials per week and average handle time.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52