Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Sure, some contact centers may pressure their agents more than others.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

OrecX

MARCH 3, 2022

A recorded interaction of both voice and screen, for example, can uncover workflow breakdowns that cause longer average handle times (AHT). When a speech analytics solution is also deployed, the recorded audio is streamed right to the transcription and analytics engines to distill critical insight as the conversation unfolds.

Average Handle Time 118

Average Handle Time Analytics Engineering Government 118

SharpenCX

MARCH 4, 2021

Sure, you use customer analytics in tons of different ways in your contact center. Turns out, only a measly 1% of contact center leaders feel fully confident in their current data strategy. Creating custom reports helps you get a clear view of how your contact center is operating. Queue the anxiety*.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

The Northridge Group

AUGUST 31, 2023

We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

JustCall

APRIL 28, 2022

In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. This also includes investments in voice analytics , a big piece of the larger puzzle i.e. conversation intelligence.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. This also includes investments in voice analytics , a big piece of the larger puzzle i.e. conversation intelligence.

Analytics 52

Analytics Sales Customer Support Benchmark 52

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.

Contact Center 61

Contact Center Average Handle Time First call resolution Finance 61

Connect

APRIL 18, 2024

It is costly and complex to build out Gen AI capabilities as creating the modelling needed to derive insights from AI engines is intensive, requiring scarce and expensive resources like data scientists and other technical experts. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. Missed part 1? Read it now.).

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

TechSee

JUNE 25, 2019

Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

NobelBiz

JULY 11, 2022

Scripts are an essential component of every contact center. Average Handling Time: Agents’ lives are greatly simplified by dynamic scripting. Omnichannel use: While most consumers still prefer to contact their favorite brands via voice calls, omnichannel assistance is becoming increasingly popular.

Scripts 52

Scripts Call Center Customer Experience Average Handle Time 52

UJET

NOVEMBER 3, 2020

No matter how diverse your clientele is or how many channels your contact center utilizes, intelligent routing sends your customers to the right agent or resource quickly and efficiently. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Callminer

FEBRUARY 21, 2018

So, this is a great question to ask when comparing call center monitoring software. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. The number one mistake call centers make when comparing and purchasing call center monitoring software is…”.

call center software 210

call center software Call Center Contact Center Analytics 210

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Analytics 111

Analytics Interactive Voice Response Average Handle Time Contact Center 111

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

NobelBiz

SEPTEMBER 30, 2020

It is a tool that gained ever more traction with the introduction of cloud environments and data analytics, being an advanced method for outbound high-volume contact center solutions. This is why, in general, this mode is best for handling the beginning of debt collections campaigns.

Abandon Call 52

Abandon Call Abandon rate Average Handle Time Call Center 52

JustCall

NOVEMBER 24, 2022

Against this background, AI for contact centers can make your brand accessible, available, and responsive, irrespective of the time or timezone! AI-powered customer service engines can handle a bulk of the call center tasks automatically while also making smarter decisions while allocating work.

Call Center 52

Call Center Customer Service Interactive Voice Response Self service 52

Avaya

JUNE 1, 2018

If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait in your IVR queue?

Customer Experience 56

Customer Experience Average Handle Time Airlines Metrics 56

AWS Machine Learning

NOVEMBER 6, 2023

Your contact center serves as the vital link between your business and your customers. Every call to your contact center is an opportunity to learn more about your customers’ needs and how well you are meeting those needs. Most contact centers require their agents to summarize their conversation after every call.

Contact Center 105

Contact Center CRM Analytics Average Handle Time 105

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 97

Contact Center Interactive Voice Response Self service Accountability 97

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

NobelBiz

FEBRUARY 22, 2023

This article focuses on two indicators, the OKRs and the KPIs, exploring their aims and roles in the call center sector. OKRs and KPIs are two performance management methods that can help you achieve your contact center goals in a variety of ways. What are KPIs in Call Centers? OKRS vs KPIs: What is the difference?

Call Center 52

Call Center Abandon rate Contact Center Metrics 52

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Easy-to-use, integrated agent desktop delivers productivity.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10