CSM Magazine
SEPTEMBER 17, 2020
Voice analytics detects phrases and words based on a database designed by the user and can provide data that breaks down patterns and trends in phone calls with customers and contribute an observation of customers emotions and intents. Average handling time is a metric that is measured by all contact centres.
Callminer
AUGUST 6, 2019
For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. And when a customer wants to talk to an agent, the hand-off is easy. This reduces agent’s average handle time because all the agent has all the customer interaction history.
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Return Customer
JANUARY 6, 2016
In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.
Balto
NOVEMBER 28, 2023
Average Handling Time (AHT): AHT is used to measure the average time it takes an agent to resolve the customer’s problem, from the moment they pick up the phone all the way to finishing their post-call work and note-taking. Not to mention, customer surveys tend to be skewed.
Balto
SEPTEMBER 12, 2023
These detailed insights enable you to create personalized experiences for your customers, which make it easier to foster long-lasting relationships with them. By showing each customer that you “remember” that last issue they had with your services, you’ll earn their trust and boost customer retention.
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