ShepHyken
FEBRUARY 25, 2024
As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. My Comment: We start this week’s roundup with an article about AI.
Fonolo
MARCH 16, 2023
Average handle time (AHT) Average handle time computes the average duration of an entire customer transaction. AHT includes hold time, call transfers, and after call work, too. For example, AI-powered chatbots and virtual assistants make metrics like AHT less important.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Outsource Consultants
JANUARY 3, 2024
Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
The Northridge Group
JULY 20, 2023
Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information. But is this really producing more productivity?
The Northridge Group
AUGUST 31, 2023
Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition.
The Northridge Group
AUGUST 31, 2023
Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition.
Global Response
JANUARY 31, 2023
In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. In 2023, customer service is more important than ever. As a result, creating exceptional customer service processes should be an essential part of business strategy in 2023. Seem extreme?
Expert insights. Personalized for you.
152 
Let's personalize your content