NICE inContact

MARCH 29, 2018

Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Optimization helps reduce unnecessary expenses while maintaining service quality. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

APRIL 5, 2022

These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). While metrics are important to track, it’s important to keep in mind that they represent a snapshot in time. Fortunately, technology has evolved as well. Perhaps not. But engaged?

Contact Center 77

Contact Center Coaching Metrics Average Handle Time 77

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. Per Metrigy’s * most recent study, 71.6% planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Monet Software

APRIL 24, 2020

High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Gamification to make each day a challenge, chart progress and reward superior performance, whether in bonuses or accolades. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62