Callminer

AUGUST 1, 2017

Reduce Turnover – Keeping a stable team will help you to reduce training costs and time. Make onboarding & ongoing coaching as stellar as possible. Average handling times (AHT) increase. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

DECEMBER 9, 2020

At this point, I was trying to half-way fold laundry and keep my 2-year-old from whining so I could hear a live person finally answer the phone. If that’s the case, you have to get creative to handle spikes in call volume, so you can avoid an overload of abandoned calls. Personalize your IVR so customers feel known.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. Using biometrics, agents can recognize customers, and greet them in a personal manner. Predictive personalization. Customer Identification. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

SharpenCX

FEBRUARY 25, 2020

On an individual level : 76% of respondents said workplace stress negatively impacted their personal relationships; 66% have lost sleep due to work-related stress; 16% have quit jobs because stress became too overwhelming. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time.

Call Center 76

Call Center Morale Metrics Abandon rate 76