TechSee

MARCH 19, 2019

With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Call Deflection Rate.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

bold360 Blog

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. The Challenge: Service Bottlenecks. Add a Chatbot. Something had to change.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

Creative Virtual

NOVEMBER 28, 2019

We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. It shortens the time they need to search for information so they can provide a better in-person service experience for customers.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

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SharpenCX

FEBRUARY 9, 2021

To help you achieve this, check out these detailed solutions to keep your call center teams efficient and customers loyal (without breaking the bank). Don’t just focus on your Average Handle Time. How to do it: Use chatbots available around-the-clock to answer common customer questions.

Call Center 67

Call Center Coaching Scripts Metrics 67

JustCall

NOVEMBER 24, 2022

Self-service channel. Self-service channels include IVR services, chatbots, and self-help channels for their customers, but this is only helpful if the customer prefers using these ways. This can help keep conversations on track and find a solution at the optimal time. Identify Training Needs.

Call Center 52

Call Center First call resolution Quality management Contact Center 52