CCNG

AUGUST 23, 2023

Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 A center with 1,000,000 calls per year could save 10% of time spent on calls.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195