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

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. How long does it take agents to handle an inbound call or inquiry?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

VocalCom

MAY 6, 2019

Voice remains a viable method of customer contact: Microsoft reports that 74% of Americans have specifically used a landline to call customer service, while mobile users tend to call as well as send messages to companies. Should the agent focus on first contact resolution, or should he reduce average handling time as much as possible?

Scripts 48

Scripts Contact center software Journey mapping Average Handle Time 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. With effective training, they may be true brand ambassadors who deliver quality experiences every time.

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

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

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