CSM Magazine

NOVEMBER 14, 2023

While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

DECEMBER 21, 2021

Put analytics into action – organisations know that analytics tools have tremendous potential and yet, many are not leveraging their full capabilities. For example, earlier this year, 2 in 5 contact centres said they could not use analytics to see customer issues or predict customer behaviour.

Technology 59

Technology Analytics Average Handle Time Self service 59

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

SEPTEMBER 29, 2022

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1%

Automotive 52

Automotive Average Handle Time Telecommunications Finance 52

CSM Magazine

AUGUST 30, 2022

For example, Service Cloud Voice leverages the power of Salesforce Customer 360’s Service Console, Einstein Next Best Action and Analytics capabilities to give advisors the opportunity to deliver true omnichannel support and resolve calls faster.

CRM 98

CRM Average Handle Time Consulting Consulting 98

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Ross Daniels is Chief Marketing Officer at Calabrio.

Average Handle Time 52

Average Handle Time Analytics Technology Service level 52

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

CSM Magazine

JANUARY 12, 2021

Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? Are your goals financial in nature, involving cost savings or revenue targets? Do they centre around increasing customer engagement?

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

CSM Magazine

JUNE 20, 2019

Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. 75% Improvement in Average Handling Time. 40% Faster Agent Time to Proficiency. 35% Fewer Escalations.

Technology 40

Technology Average Handle Time Enterprise Contact Center 40

Hodusoft

JUNE 7, 2024

Data-Driven Insights Call/Contact centers that are managed professionally are able to leverage data analytics to their advantage and make data-driven decisions. Average Handle Time (AHT) Average Handle Time refers to the average time spent by agents to handle or manage a call from start to end.

Best practices 52

Best practices Call Center Omni-channel support Management 52

CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. Running a series of ‘what if’ scenarios helps to.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

CSM Magazine

JUNE 10, 2022

Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. Designed and built with its’ actual customers, this is the first analytics product available to the Contact Centre market that has real user cases at the heart of its functionality. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

CSM Magazine

FEBRUARY 21, 2024

With integrated voice, chat and voicemail functionality, single sign-on security, and AI-powered analytics, VoiceAbility can now detect caller sentiment, spot trends and respond faster to deliver more meaningful support.” This implementation showcases the immense potential of human-centric digital transformation to drive meaningful progress.”

Average Handle Time 52

Average Handle Time Analytics Service level Technology 52

CSM Magazine

AUGUST 25, 2021

The knowledge management system focuses on reducing the average wait and hold times and offers quick resolutions. It is a single platform accessible to agents containing the information required to save considerable time on communication and drastically bring down average handling times.

Management 59

Management Abandon rate Average Handle Time Self service 59

Netomi

NOVEMBER 8, 2021

Help desks provide one centralized record of cross-channel support tickets which can be tracked, reviewed and analyzed at any time. This also opens the door for advanced analytics on the issues customers are facing. Sophisticated analytics. Omnichannel experience and support – including real-time chat and email.

Chatbots 52

Chatbots Enterprise Self service CRM 52

CSM Magazine

JUNE 23, 2021

Traditionally, support representatives have not been empowered to own the resolution process – spending an inordinate amount of time trying to understand the user issue but lacking contextual insight.

SaaS 52

SaaS Average Handle Time Engineering Technology 52