Remove Average Handle Time Remove Banking Remove Presentation
article thumbnail

New KPI Metrics in the Era of Self Service

TechSee

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? A customer may use FAQs and live chat, search the knowledge bank while on hold for an agent or send an email after watching a video tutorial.

article thumbnail

From Volume to Value: Switching Customer Communication KPIs

Quadient

Ask if your communication is: Available at the time your customer needs it, and on their preferred channel? Consistent in presentation and messaging across all available channels? . The complaints team is often a good place to start, but don’t assume that every customer wants to have their problem formally recognized and handled.

Banking 52
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

article thumbnail

Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Customer Service Life

In this article, I’ll present the three major problems with macros and give you recommendations that will help your contact center get the most out of this essential tool and realize the benefits listed above. Consider that some macros may be sent dozens of times per day and we can ill afford information to be incorrect.

article thumbnail

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.

article thumbnail

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

Every year this not-for-profit organisation holds the HKCCA Symposium and the HKCCA Award Presentation and Gala Ceremony as part of their mission of advancing the contact centre industry. This was the fifth year we have attended the event as a solution partner of CTINT and Chris Ezekiel, Founder & CEO, has presented on the event theme.

article thumbnail

Top Tips for Managing Spikes in Customer Contact Volumes

Monet Software

And other sectors, such as B2B, are readying themselves for lulls that present a different type of staffing challenge. Take the average call volume and divide by the number of calls that agents can handle per hour, and you’ve got a shift schedule. Retailers are enduring the end of the holiday influx.