DMG Consulting

FEBRUARY 12, 2019

Answer: The amount of time agents spend handling interactions in each supported channel (e.g., inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) It’s a good time to take a fresh look at all your KPIs.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. However, not all metrics make sense for a growing call center to monitor.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Monet Software

JANUARY 2, 2020

With the right strategies in place, sharp changes in contact volumes shouldn’t overwhelm agents, degrade the customer experience, or harm the call center budget. To anyone unfamiliar with contact centers, it would seem that staffing is a basic math problem. It’s all a matter of forward-thinking. Staffing is Never Simple.

Management 71

Management Average Handle Time Contact Center Call Center 71

Taylor Reach Group

NOVEMBER 30, 2018

I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially. Not sharing with HR the staff and skills/competencies that work best in the center. Turnover is a part of life in a contact center so we shouldn’t try to address it.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

MARCH 4, 2020

We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Top related content: How to Effectively Set Goals With Your Call Center Team. We’ve also set up one-to-one customer-agent relationships, which we call a “dedicated model.” Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

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

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

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Impact: 20% reduction in agent training time.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Monet Software

DECEMBER 12, 2019

Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now. With these demands alone, new call center analysts can easily be overwhelmed by the prospect of predicting costs and call volumes that include 12 months of forecasting.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Callminer

APRIL 20, 2018

Augmented intelligence enables contact centers to incorporate machine learning and AI to help human workers perform their jobs better. With augmented intelligence, contact centers empower agents to get answers more quickly with decreased average handle time and little customer effort.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

SmartAction

OCTOBER 2, 2018

Because Electrolux operates many large brands, authentications and registrations are a large part of the basic functions that agents perform every day; in fact, each agent handled these call types around 35 times per day on average. Q: How difficult was the implementation and initial pilot?

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48