Remove Average Handle Time Remove Examples Remove Self service Remove White Paper
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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

In this white paper we focus on the information made available to contact center agents. This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully overĀ­ come. How can this be done?

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How to Reduce Returns: 8 Tried & True Tactics

TechSee

An example is a homeowner who purchases a portable air-conditioner when their central air stops working and returns it once the system is repaired. The industry average fee for restocking consumer electronics items is 15%, but Amazon allows 20% to be withheld in restocking fees. firmware, or. components. Truck Roll Rates, and.

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3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]

Fonolo

For example, we can see Net Promoter Score is now quite low, as we discussed in the last question. We can also see a low ranking for Average Handle Time ā€“ a metric that was been around since the earliest days of the call center. Another argument is that self-service options are getting better and better.

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Down with Spreadsheets and Erlang Formulas!

Monet Software

Here are just three examples of where workforce management software really shines. #1 2 Handle Time Estimates. Average handle time (AHT) tends to exhibit less radical variation than call volumes, but AHT is no static number. Some things just donā€™t reduce to a line item in Excel. 1 Call Volume Forecasting.

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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.

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A 5-Step Checklist for Mastering Enterprise AI

CSM Magazine

Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. About the Author.

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Contact Center Customer Experience Best Practices

Callminer

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.