Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. When it comes to contact center authentication, callers overwhelmingly prefer voice biometrics to knowledge-based security questions. Reduction in Average Handle Time (AHT).

Contact Center 72

Contact Center Interactive Voice Response Average Handle Time Self service 72

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NobelBiz

APRIL 18, 2023

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.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Average Handle Time (AHT). Customer Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Contact center leaders must understand how the criteria for CX has changed with the pandemic. Meeting the New Criteria for Customer Experience.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

Monet Software

SEPTEMBER 24, 2019

You’re looking to improve the customer service being offered by your contact center and you are wondering where to focus your attention first. In an ideal world, each time a customer contacts your call center, they would be instantly connected to an agent prepared to solve their problem swiftly on the first try.

First call resolution 48

First call resolution Contact Center Average Handle Time Metrics 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

bold360 Blog

OCTOBER 2, 2020

When customers call your contact center, call routing sends customers to the right department for their inquiry. By the way, “call routing” can apply to any contact center channel, like live chat, messaging, or email. Decreased Average Handle Time (AHT). But sometimes calling is the best option.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98

Eptica

AUGUST 1, 2018

Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. To read the first post, on reducing Average Handling Time and improving quality, click here. Published on: August 01, 2018.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail. Share this page on: Tweet.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

ViiBE Blog

APRIL 8, 2021

What is a good idea of a great call center answer? In any kind of call center or contact center , customers are ultimately looking to resolve their problem. That means a great call center answer should resolve the customer issue as much as possible. The evolution of the call center experience.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

Revation Systems

OCTOBER 2, 2017

This combination of pain points proved challenging for our organization to proactively staff our contact center and therefore provide an exceptional level of service to our customers. Q: What benefits are your employees experiencing since deploying LinkLive Healthcare/Knowledge Base?

Healthcare 48

Healthcare Technology Average Handle Time call center solutions 48

TechSee

JUNE 25, 2019

This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Gamification Contact Center 122

ViiBE Blog

MAY 13, 2021

So what exactly do call centers do? What does a call center do? Customer satisfaction is a crucial metric and the priority of every call center employee. At the core of each call center or contact center is the customer interaction. Which software is used in call centers? Contact Center.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

Hodusoft

APRIL 5, 2023

No matter how much one invests in buying the highest quality of equipment and hiring the most qualified people, a call center would not succeed in its purpose and goals if the management is inefficient. That’s why it’s extremely important to manage call center operations as efficiently as possible. Read on to know more.

Best practices 52

Best practices Call Center Management call center software 52

Vonage

MARCH 11, 2016

There were a few knowledge base articles, but none of them fixed my phone. Time to call. The starting point for those written channels would likely be to send me to the knowledge base article that I had already visited. I also doubt there would have been time to save me $360. Second, Melanie was given time.

Customer Support 63

Customer Support Wireless Technical Support Average Handle Time 63

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.

Technology 63

Technology Average Handle Time Surveys Metrics 63

Natalie Petouhof

FEBRUARY 17, 2016

Deficiencies in achieving First Contact Resolution (FCR) . Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Inefficiencies in self-service, call deflection, agent-assisted related support costs and knowledge base capabilities  .

Customer Experience 56

Customer Experience Customer Service Average Handle Time Customer Care 56

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Monitor and Ensure Compliance Maintaining compliance is foundational for your contact center.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Global Response

JUNE 20, 2023

For example, call centers can use automation to reduce manual data entry and repetitive tasks, which not only reduces errors but also improves worker satisfaction and retention. In addition, AI can be implemented to create chatbots, self-service tools for customers and more expansive and useful knowledge bases for agents.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. Factors that affect the cost per call How to calculate the cost per call in a contact center?

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call.

Management 116

Management Average Handle Time First call resolution Self service 116

Mindtouch

AUGUST 21, 2019

Accordingly, knowledge management—and specifically knowledge management tools—has emerged as a major organizational priority. What is knowledge management? What is a knowledge base? Knowledge management vs. knowledge base. Stakeholders in knowledge management. Knowledge management KPIs.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Vistio

JANUARY 13, 2022

We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. What is the base of the network? There’s a lot of contact center folks in there. He’s been in so many contact centers and has seen this happen. Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. What is the base of the network? There’s a lot of contact center folks in there. He’s been in so many contact centers and has seen this happen. Such a great point.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Tenfold - Contact Center Blog

JULY 9, 2018

The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. How does a contact center know it’s consistently delivering high quality service? Simply put, it’s getting it right the first time and reducing customer effort. Service Level.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. It is extremely important to look at employee tools, ones that can provide enough and more information about the customer, knowledge base and the likes.

Average Handle Time 55

Average Handle Time Metrics Contact Center Customer centricity 55

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Practice #1: Track email average handle time. While average handle time is fairly cut and dry on certain channels, this can be a challenge for email. Here are six best practices.

Best practices 63

Best practices Average Handle Time Surveys Metrics 63

Global Response

JANUARY 27, 2023

Similarly, average handle time is another metric that can easily become skewed if tracked individually. While agents might be handling calls quickly, is that a sign that they’ve grown in expertise and are resolving issues more efficiently? Your contact center should track both operational metrics and experiential metrics.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. According to Forrester, 8 out of 10 tasks in the contact center can be automated. The results?

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center?

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

Global Response

JANUARY 23, 2023

After all, you don’t want to decrease your response time at the expense of the quality of your service. When setting a goal around response time, you may want to track metrics such as: average response time (ART) first response time (FRT), average handle time (AHT), or average time in queue.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62