CCNG

FEBRUARY 21, 2024

This functionality can greatly reduce average handle times (AHT) by accessing suggest responses and solutions to customer queries faster than humanly possible. This not only saves time but enables CSRs to handle more interactions with efficiency. This technology is more than a complex web of pre-written prompts.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. Companies that can utilize the right technologies can do more with less. It would mean a savings of $1.7 million or a reduction in headcount of 39.

Management 195

Management Average Handle Time Self service First call resolution 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. Lowering AHT lowers the cost to serve and increases agent availability. However, to be a genuinely effective metric, AHT needs to be viewed in context.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

MARCH 30, 2022

To be truly successful, work-at-home culture has to evolve and be cultivated to support any process or technology. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Some companies utilize technology to drive this same type of methodology for success, and it doesn’t work any better.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 4, 2023

Technology, 39.4% To provide su­perior customer service and obtain top customer satisfaction scores, you need to have people, pro­cesses and technology that can provide consistent, accurate answers to all those who contact your center. Retail (Click & Mortar), 46.6% Utilities, 37.6% Healthcare Insurance, 35.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

APRIL 12, 2023

Evaluate Alignment of People, Process, and Technology with Today’s Objectives It is very safe to say that everyone in all industries is looking at their labor force, technology, and processes differently than a few years ago. Not average handling time or other internal metrics.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

MARCH 23, 2021

You'll eliminate hold times, be able to offer 24/7 customer service, and reduce your average handle time. Now, the pressure is off agents and shows success, motivating other internal teams to help roll out the technology on a larger scale. Automating even a tiny percentage of your calls creates a path forward.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195