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Metrics That Matter: Average Handle Time

Taylor Reach Group

Average handle time is a wonderful tool. One of the issues that often occurs is that often people are trying to manage agents to a particular average as opposed to recognizing that the average is simply a midpoint of all the conversations that are taking place in that channel. By John Cockerill.

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How to Reduce the Average Handle Time in Call Centers

Expivia

But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time? How to Improve the Average Handle Time.

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Banking Needs Humans & Machines to Deliver Better Experiences

Uniphore

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

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WHY OTPs CEASED CATCHING THOSE OTP (ON THE PROWL)

pindrop

Through deception, a fraudster can steal your personal data to gain access to your bank accounts and other valuable data. They can impersonate government or bank officials, technical support staff, or the victim’s friends to access personal details and accounts.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Getting to know Trustera: the world’s first real-time PCI compliance solution

Interactions

In addition to security, agents no longer need to listen to and transcribe customer, card holder data or bank account information. This reduces the amount of time required to collect the data, because the agent doesn’t have to repeat the details to confirm that the payment information was correctly collected.

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Rankings show banks are doing well – are you keeping up?

Nuance

I suppose the results may come as a surprise to some, but not to […] The post Rankings show banks are doing well – are you keeping up? The Temkin Experience Ratings use a survey of 10,000 US consumers to rank companies and industries on the basis of customer experience alone. appeared first on What’s next. This is a summary.

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