OrecX

FEBRUARY 10, 2020

Record select interactions per agent to identify skills gaps, which you can then quickly address with additional coaching/training. You can then correct these issues to streamline agent workflow and reduce average handle time (AHT).

Average Handle Time 86

Average Handle Time APIs Coaching Analytics 86

3CLogic

FEBRUARY 28, 2024

As explained by Gartner “By 2026, more than 80% of enterprises will have used generative artificial intelligence (GenAI) application programming interfaces (APIs) or models, and/or deployed GenAI-enabled applications in production environments, up from less than 5% in 2023”.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Text-Ony Channels: A Great Compromise for Low-Volume Languages Most major CRMs include API options to seamlessly translate customer contact content, including real-time translation for channels like chat or social media.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

OrecX

AUGUST 15, 2018

open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA). Custom coaching agreements commensurate with specific agent performance goals. Open API so you can pull data from your CRM system into the quality monitoring system. Open platform (i.e. Quality Monitoring.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

Babelforce

NOVEMBER 30, 2022

Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). Application Programming Interface (API).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Noble Systems

JUNE 27, 2019

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. Real-time reporting provides data on each interaction as it is occurring so that supervisors can coach on the spot or intervene when necessary.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

NobelBiz

AUGUST 11, 2022

Business Tools Integrations Through native connectors or a well-documented API, CCaaS solutions should be able to readily integrate with your business tools (for most call centers, that means the CRM). Your teams will appreciate the time saved, which increases metrics such as Average Handling Time , Contact Rate, and Average Waiting time.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52