BlueOcean

DECEMBER 18, 2023

Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time. Additionally, as mentioned above, these sophisticated platforms can provide agents with real-time cues based on emotion analysis or other specific support needs.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

CSM Magazine

JULY 16, 2020

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. Jonathan Mobbs is the Head of Finance & Legal Sales Vertical at Maintel.

Customer Experience 59

Customer Experience Finance Average Handle Time Self service 59

ConvergeOne

MARCH 16, 2021

With active voice biometrics in the IVR, more callers can easily authenticate themselves at the beginning of the self-service application. This results in more callers working with the IVR and completing self-service transactions. Reduction in Average Handle Time (AHT).

Contact Center 71

Contact Center Interactive Voice Response Average Handle Time Self service 71

CSM Magazine

JULY 16, 2020

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. Jonathan Mobbs is the Head of Finance & Legal Sales Vertical at Maintel.

Customer Experience 52

Customer Experience Finance Average Handle Time Self service 52

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Many times, this system optimization alone can raise the efficiency of the contact center. Errors happen. Compliance missteps occur.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Uniphore

DECEMBER 17, 2021

Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Understanding Customer Service Challenges for U.S. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT). Improved member satisfaction.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

TechSee

JUNE 25, 2019

The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. Agent decision support. High-level data analysis.

Technology 122

Technology Customer Service Gamification Contact Center 122