ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 155

Customer Service Customer advocacy Average Handle Time Customer centricity 155

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery. For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. When Calabrio set out to explore the role of Artificial Intelligence (AI) recently , the results were astounding. Calabrio is a trusted ally to leading brands.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service.

Metrics 55

Metrics Customer Service Management Contact Center 55

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America.

call center software 210

call center software Call Center Contact Center Analytics 210

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40