Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Smart Quality Management. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

teleopti

OCTOBER 18, 2019

McKinsey and Company found that companies that have already applied advanced analytics have reduced average handle time by up to 40 percent , cut employee costs and boosted the conversion rate on service-to-sales calls by nearly 50 percent—all while improving customer satisfaction and employee engagement.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

CSM Magazine

OCTOBER 30, 2019

McKinsey and Company found that companies that have already applied advanced analytics have reduced average handle time by up to 40 percent, cut employee costs and boosted the conversion rate on service-to-sales calls by nearly 50 percent—all while improving customer satisfaction and employee engagement.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Playvox

MARCH 19, 2024

From eliminating manual, repetitive tasks for agents to leveraging natural language processing (NLP) and AI with chatbots and phone support, contact center AI provides numerous opportunities to transform CX — and the bottom line. AI-infused quality management is enabling leaders to stop problems before they start.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

MARCH 27, 2023

Providing agents with a unified interface that integrates with all the necessary systems and applications can save time, increase efficiency, and reduce the likelihood of errors. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84