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Key contact center metrics you should be tracking

CCNG

Average Handle Time (AHT) An efficiency metric, average handle time measures the amount of time it takes each agent to converse with a customer. For this reason, it’s a good idea to use surveys with smaller, three-to-five-point scales to minimize outliers and improve data consistency.

Metrics 195
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Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

“We needed a more sophisticated system like NICE inContact, that could give us insights into our customers, help us make good business decisions by linking data from internal systems, and drive employee productivity.”. Working with NICE inContact has accomplished all that and more.

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Replacing Customer Service Surveys with Sentiment Analysis

Balto

“Do you enjoy filling out customer service surveys?” ” Then why do we pester our customers with surveys? You can eliminate post-transaction surveys with a new sentiment analysis technique called the sentiment arc. Do you have to calibrate against actual customer surveys?

Surveys 52
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Why is Call Center Data So Valuable?

SharpenCX

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. It’s what you do with this data that makes it valuable. But perhaps you’re sitting on all of your call center data. What is Call Center Data?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden Media

Strategy 3: Implement a Data-Driven Approach The third strategy for maximizing your contact center’s potential is to implement a data-driven approach. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

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Survey Data Shows Call-Back Popularity Growing

Fonolo

Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Time to Act.

Surveys 64
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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.