How DSW Reduced Their Average Handle Time By 19%


While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI.

Calculating Average Handle Time in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).

Improve AHT: here’s how top contact center decision makers do it


Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

New KPI Metrics in the Era of Self Service


Once upon a time, measuring customer service success was straightforward. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. Customer care center metrics in the era of self-service clearly require a different approach.

Study: The Health of the Contact Center

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

How to improve your contact center reporting and analytics with Business Intelligence


What is contributing to the increase in handle time? Based on some of the discussions we have had with our customers regarding their reporting challenges, one of the challenges they often cite is how time intensive it is to create the analysis they need in Excel.

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

Service Quality. Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent.

Product Series: Self-Service with Aspect Via™


If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”


This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Add Mindfulness to Your Contact Center WFO and IVR Strategies


You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. distinctive self-service, while helping them cut costs and build. Guide search and service. service.

Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts


This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Step 4>> . .

Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

Natalie Petouhof

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. the shift to a post-sale, on-demand, attention economy, organizations must start supporting self-service for post-sale scenarios. Covering Customer Service, Self-Service and Customer Experience.

Best Practice Number One: Start Your Self-Service Transformation Project with the Right Approach

NICE inContact

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. However, many fear that the cost to implement this kind of self-service may outweigh the long-term benefit.

When IVR meets Visual Assistance – Retaining the Lost Waiting Time


A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. Assisted Service. Visual assistance in IVR can be a force multiplier for human-assisted service.

The Health of the Contact Center: Are You Ready for 2019?

experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Reduce Average Handle Time (AHT).

Essentials of Cloud Contact Centers

Noble Systems

Agents, team leads and supervisors each have their own view of real-time information from anywhere. When WFM is web-based, agents can access their personal information and perform tasks like requests for time off or bidding on shift and overtime slots from anywhere.

Resistance to change – the arch nemesis of customer experience


For instance, if today’s multi-channel customer engagement centers had not morphed from simple call centers to something much broader, many companies could have lost the majority of their customers and gone out of business a long time ago. Five ways to future-proof customer service.

Customer Effort: Don’t Make Your Customers Work For You


First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. Sending prompt chat invitations when customers are browsing your website is a great way to save them time and effort. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases.

4 AI Trends that will Transform the Telecom Industry in 2019


No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. TOBi to handle a range of customer service-type questions.

5 Technologies That Reduce Customer Effort


Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Additional options should also be offered to address any issue that customers are facing at the current time, such as a product recall or technical problem. Only then can IVR menus truly serve customers well and save them time. Artificial intelligence enhances self-service while making customer experiences more personalized.

Why Artificial Intelligence is an Agent’s New Best Friend

Natalie Petouhof

The job of a customer service agent is not an easy job. What’s important to remember is customer service agents dedicate their daily professional career to helping people solve these problems. And since customer experience directly affects revenue, it’s about time an agent’s job got a little easier and more enjoyable so they can better serve the customer. It’s time things changed for both the agent and Customer Service departments. Tweet Let’s face it.

The #1 Time-Saver for Your Customers – AI


In a time when customer expectations are continually rising, businesses have found that customers don’t just want great service – they want fast service. We all know that customers are still making phone calls for service and support.

6 Tips for Satisfying Customers on the Voice Channel


In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. These agents should be able to handle pauses comfortably, reassure upset customers, and demonstrate a proactive attitude. Customers don’t want their time wasted.

Contact Center Customer Experience Best Practices


As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Stop Thinking About Your Contact Center as a Cost Center


Of course, there is no way to avoid delivering customer service and support, but for decades the goal has been to keep the costs of doing so as low as possible, all while trying (often ineffectively) to maintain a good experience for all.

10 Call Center Mistakes to Avoid when Striving for Effortless Experience


Wasted hold time. If customers must wait on hold, why not make good use of their time? Implementing automated customer identification processes and personalized promotions during wait times can add value to the interaction and reduce customer effort once the agent comes on the line.

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology


For years, companies have battled to strike the right balance between customer service KPIs. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. KPI #4: Average Handling Time (AHT).

A Call Center Glossary: The A-Zs of Call Centers


Given that the average person spends one third of their lives at work, it is no wonder that we develop whole worlds of vocabulary to use within our professional environments. than to say, “Where are we with the average handling time metric this week?”

Visual Automation: Boost Agent Productivity with Smart Eyes


Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.

How are you Improving Service in 2019?


While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat.), Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


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. Post-call work time.

How to Cash in on Contact Center Failures

NICE inContact

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence. Our example is based on a hypothetical, 15-seat contact center servicing roughly 3,000 weekly interactions.

Reviewing 2018 – our top 10 blog posts from the year


Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Should You Come Clean About Chatbots?


If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service. How Transparent Should You be About Chatbots?

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


If not, it is time to make a change. This may involve your return policy, your strategy for handling missed flights, or your interest in repairing products after the warranty expires. As an example, evaluate abandonment within your web self-service channels.

Computer Vision AI: The Secret Ingredient for Contact Centers


Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction.

USAN Announces Contact Suite for Amazon Connect


Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. The solutions require no integration effort and work in tandem with other Amazon Web Services (AWS) products, including Amazon Kinesis, Amazon Relational Database Service (Amazon RDS), and Amazon Simple Storage Service (Amazon S3). Reduce average handle time.

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. The authors argued bad customer service had the most impact on loyalty—by destroying it.