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Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

But the Houston-based company was losing sleep over its two contact centers. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. billion in annual sales (2016).

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7 Essential Tips for Reducing Average Handling Time

VocalCom

For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time.

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Building The Contact Center of Tomorrow. Better Self-Service. More Effective Agents.

SharpenCX

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy. Everyone is unhappy.

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Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

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Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

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Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

Aspect

Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?