VocalCom

MAY 15, 2017

For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time.

Average Handle Time 48

Average Handle Time Interactive Voice Response CRM Contact center software 48

VocalCom

JULY 3, 2017

Here are seven tips for training call center agents effectively. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. The post 7 Tips for Training Call Center Agents Effectively appeared first on Vocalcom Blog. Offer peer training and gamification.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

VocalCom

MAY 29, 2017

Here are five essential tips for measuring customer satisfaction globally. Various contact center metrics can help your brand improve service practices. In addition, be sure to monitor hold time and abandonment rates, as your brand may need to use a callback system to better serve customers and reduce the chance of abandonment.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

VocalCom

MAY 8, 2017

Customer retention therefore demands that companies understand the importance of making customers feel valued, whether it be by respecting their time, saving them money, or simply thanking them for their business. Here are five tips for improving customer retention that every brand should note.

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

VocalCom

APRIL 2, 2018

A Google study found that 59% of respondents prefer to call a business rather than make contact online with the hope of getting a quick answer. As your company optimizes its omnichannel strategy, be sure to follow these six tips for satisfying your customers on the voice channel. Furthermore, 57% simply wish to talk to a real person.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

VocalCom

JUNE 11, 2018

To boost your NPS and turn your customers into loyal brand advocates, consider these five tips. When they are transferred too often between agents or departments due to failed internal communications, everyone’s time is wasted. Customers prefer to make contact once and find the answers they are seeking.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48