Myra Golden Media

APRIL 11, 2023

Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. I did a live demo of Balto’s Real-Time Guidance in a webinar last year when I talked about my 3R De-escalation Method and contact center leaders loved it! The webinar is free.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Fonolo

JANUARY 17, 2023

Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

CX Global Media

AUGUST 1, 2019

Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. You can also learn even more by attending the webinar: How to Supercharge Contact Center Agent Performance, Onsite & @Home.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Callminer

JUNE 21, 2017

From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. The advantage is that this information is accessible by staff members at all times so they can learn at their own pace and get the most from the training.

Best practices 174

Best practices Call Center Morale Coaching 174

NICE inContact

SEPTEMBER 5, 2018

Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times. Register and attend this webinar to learn more about how quality can improve performance, including: What is the definition of contact center quality.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Hodusoft

FEBRUARY 29, 2024

Limited Multichannel Support Multichannel, if not omnichannel support, is extremely important in today’s time. As per data from Webinar Care, nine out of every ten customers expect interaction with brands across multiple channels. Customers today communicate through various channels, such as phone, email, chat, and social media.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52