The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. Northridge’s data-driven Root Cause Analysis process.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

CX Global Media

FEBRUARY 12, 2018

The thought is that by implementing this procedure, you have just protected yourself and your customers. For your customers, Authenticating by Knowledge represents a higher customer effort and possibly time wasted. And you experience lower average handle times and payroll savings.

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

TechSee

OCTOBER 22, 2019

With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

Tethr

AUGUST 22, 2020

Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To Seven customer conversation analysis features Tethr uses for customer listening. Create user-specific filters when sharing folders full of customer conversation insight.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

Spearline

JULY 9, 2019

Consider a “representative contact center” handling 200,000 calls per month, with an average handling time (AHT) of 10 minutes and a measured cost-per-call of $12.00. in potential cost savings because: Agent efficiency is reduced, customer effort is increased. in annual cost.

Contact Center 40

Contact Center Average Handle Time Customer Experience Telecommunications 40

NobelBiz

FEBRUARY 15, 2023

Reliable data from a wide range of analysis and reporting tools that provide real-time and historical information that you can customize to create comprehensive performance and customer history reports. On the customer side, this means greater and better responsiveness.

Call Center 52

Call Center Scripts Average Handle Time Customer effort 52

Kayako

JUNE 8, 2017

Customer experience should be treated as a KPI in understanding what makes a support experience great. Great support is more than just the results of your Net Promoter Score, customer effort score, or customer satisfaction surveys (though, it is worth running these surveys to keep tabs on overall loyalty ).

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96