The Northridge Group

JULY 20, 2023

A driving force behind business leaders’ push to return to the office is concerns that working from home has negatively impacted employee productivity, as staff members have little oversight and too much independence. But is this really producing more productivity? Seeing is Believing, Or Not?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Balto

NOVEMBER 8, 2022

Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. Call Volume. Average Call Abandonment Rate.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

3CLogic

JUNE 23, 2023

Customer Experience in the Age of AI AI suddenly seems unavoidable — sweeping into every sector of our lives from, ostensibly, out of nowhere. One of the most exciting frontiers in AI is in the realm of voice technology — especially for customer experience and service management. What is Voice AI?

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. And contact centers were utterly overwhelmed in the floods of anxious customer calls. ” — Kristyn Emenecker , Executive Leader — Marketing, Strategy, Product, CX. AI is here to stay.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. How to Calculate Hold Time in a Call Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Hodusoft

SEPTEMBER 20, 2023

What Is Call Queuing and Why It Is Important? If you are an owner of an inbound call center (or contact center) then you must know how important it is to answer all incoming calls as soon as possible. What’s even more important is to ensure the calls reach the right departments and agents. What is a call queue?

Interactive Voice Response 52

Interactive Voice Response Wait times call center software Call Center 52