Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. According to a recent PWC survey, customers value : Speed. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. However, there are other ways to nurture your brightest talent.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Hodusoft

MAY 10, 2023

between 2021 and 2026. AHT (Average Handling Time) – AHT is the average amount of time that an agent spends on a call with a customer, including hold time. CSAT can be measured using different methods, such as post-call surveys, follow-up emails, or social media feedback.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026. Call centers have to constantly work to improve their key performance metrics.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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