CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. It’s here to stay, and it will get better over time. It would mean a savings of $1.7

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate. This not only saves time but enables CSRs to handle more interactions with efficiency.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

NOVEMBER 29, 2023

Average Handle Time (AHT) An efficiency metric, average handle time measures the amount of time it takes each agent to converse with a customer.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

APRIL 12, 2023

Not average handling time or other internal metrics. If there are multiple transfers, long wait times with an agent, or other barriers then you know the answer. Taking time to map the journey your customer has taken to arrive at the right resolution is something that can be done through automation.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

JULY 27, 2022

That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. Average Wrap-up Time: The time it takes to complete necessary work immediately following an inbound transaction.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195