Average Handle Time Morale Personalization Self service 
Outsource Consultants
JANUARY 3, 2024
Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. Prediction: Political Call Centers Confront the Self-Service Trend Why?
Fonolo
NOVEMBER 24, 2020
. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” ” — Shep Hyken , CS & CX Expert and NYT Bestselling Author at hyken.com.
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CCNG
JANUARY 4, 2023
While self service is getting better and better through the use of artificial intelligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self service, or the customer simply doesn’t like self service options.
The Northridge Group
JULY 20, 2023
Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses. Likewise, AHT is used to measure the time an associate spends working on a customer issue.
OctopusTech
AUGUST 31, 2022
It offers self-service to customers for faster first-call resolution practices. It also gives them self-service options such as letting them know the operating hours and balances of their account or sharing billing information. This as a result cut down the call volumes and saves time for both clients and agents.
Natalie Petouhof
SEPTEMBER 12, 2018
First, AI bots take the burden off agents with intelligent, satisfying self-service by resolving routine customer requests. This reduces agent’s average handle time because all the agent has all the customer interaction history. And when a customer wants to talk to an agent, the hand-off is easy.
TLC Associates
JUNE 20, 2019
For now, that is moderate growth, but the final spending bill can shift depending on consumer confidence, personal income growth, labor markets, industry expansion, and updates to product/service lines in the coming months. Even an overemphasis on average handle time can skew these numbers.
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