Global Response

FEBRUARY 13, 2022

Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. The holistic approach knocked out backlogs and brought first call resolutions up, and response time down.

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

Call Experts

JULY 27, 2023

We strive for 99% uptime – meaning that regardless of weather, time of day, or season phone/agent services remain up and running. Operational Efficiency Metrics Average Handle Time (AHT) : Used to measure the average duration of customer interactions.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Eptica

SEPTEMBER 28, 2015

Another area of difference is the ownership of the contact center: 65% of respondents confirmed that no part of their contact center operation is outsourced. 18% say they outsource some operations. For big picture strategy, 56% said the C-level took responsibility, while 15% said operations and 10% customer experience.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Michael Replogle is a tenured call center operations and outsourcing executive at CustomerServ with over 30 years of experience. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Nathan Sansby @FMOutsource.

Call Center 561

Call Center Metrics Contact Center Wait times 561

InGenius

JANUARY 2, 2019

After a call is completed, there are tasks that the agent needs to go through, like saving notes and dispositioning the call. These tasks are known as after call work (ACW). AHT - Average Handle Time. BPO - Business Process Outsourcing. FCR - First Call Resolution.

Contact Center 48

Contact Center Interactive Voice Response APIs Average Handle Time 48