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.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. Interesting, isn’t it? A new report from J.D. The result?

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

CCNG

JULY 27, 2022

That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. Average Wrap-up Time: The time it takes to complete necessary work immediately following an inbound transaction.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Hodusoft

MAY 24, 2023

A recent study found that voice biometrics can reduce a call center’s average handling time ( AHT ) by up to 45 seconds and save businesses about USD 10 per call. As per another study, voice biometrics can cut customer authentication time by more than 90 percent. billion mobile phone users in the world.

call center software 52

call center software Call Center Self service call center solutions 52

HGS

APRIL 24, 2018

According to a NICE inContact study, customers rated customer service 17% lower on average than businesses rated their own success meeting customer needs. In fact, less than half of consumers are satisfied with their experience, whereas more than half of businesses say they are doing well, the study found.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Fonolo

JANUARY 12, 2023

Remember, too, that customers love self-service as much as they love personalization. AI-powered chatbots informed with a customer’s purchase history, browsing patterns, and service tickets can go a long way to answering both requirements. Agent turnover is high , and the jobs are stressful.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.

Call Center 124

Call Center Personalization Contact Center Self service 124

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

DMG Consulting

MARCH 2, 2021

This is driving major upgrades and enhancements in existing operating systems, the expansion of digital channel support, a self-service replacement cycle as well as investments in new artificial intelligence (AI) and automation-enabled applications.

Average Handle Time 93

Average Handle Time Contact Center Coaching Enterprise 93

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Elimination of unnecessary tech dispatches: by empowering customers to self-resolve issues, the frustration of waiting for a technician visit is often avoided. KPI #4: Average Handling Time (AHT).

Technology 117

Technology Customer Service Self service Contact Center 117

Natalie Petouhof

SEPTEMBER 12, 2018

Studies show while 80% of executives want to use AI in their business, only 20% have an actual strategy. (1) List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Reduce Average Handle Time (AHT).

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That will shift in 2016, as self-service will become a critical factor in any successful multi-channel strategy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JUNE 5, 2018

This study asked 1,900 customer service leaders about their priorities for call center metrics. The chart you see is from a 2017 study, with the metrics most commonly ranked as “very important” at the beginning. Another argument is that self-service options are getting better and better.

Metrics 79

Metrics Call Center Average Handle Time Self service 79

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. Per Metrigy’s * most recent study, 71.6% This reduces unsuccessful transfers, time in queue and average handle times (AHT). AI-Enabled Self Service (34.8%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

VocalCom

NOVEMBER 26, 2018

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. Empower customers through self-service.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

Balto

NOVEMBER 8, 2022

The Average Response Time (ASA) corresponds to the average duration between receiving an incoming call and an agent responding to it. The metric can be useful in determining how accessible the service is to customers by measuring the average speed of the answer. Average Handle Time (AHT).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

3CLogic

MARCH 25, 2022

Voice-enabled self-service that allows customers to remedy an issue without ever speaking to an agent. Real-time call monitoring that allows supervisors to intervene and identify key coaching opportunities. Measurably Reduces Average Handle Time.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

Playvox

JANUARY 24, 2022

For these, customers expect and appreciate well designed self-service options, with the option of shifting to live service if needed. This requires going beyond traditional contact center metrics such as service level, average time to answer, and average handle time.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

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. Deliver a better customer service and experience . Offers self-service to customers.

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

Call Experts

SEPTEMBER 15, 2022

A 24-Hour customer service number is a powerful tool to boost customer satisfaction. Studies have shown that even a slight increase in customer value can result in a 25% increase in profit. If your backlog is large, you might need to purchase more hours or invest in self-service technologies to improve your service quality.

Customer Service 52

Customer Service Average Handle Time Customer retention Metrics 52

Toister Performance Solutions

MAY 13, 2021

One client implemented this tactic, and the results were immediate: #2 Focus agents on first contact resolution (FCR) Stop showing real-time productivity data to agents, including average handle time, emails per hour, and chats per hour. Repeat contacts drive a lot of volume. Hard data can get other departments to act. #8

Contact Center 71

Contact Center Wait times outsourcing Self service 71

Uniphore

DECEMBER 17, 2021

Nearly half of brands fell below the industry average in this category, pinpointing an anchor that’s weighing down the industry as a whole.” A Forrester study found that video chat is the most emotionally successful communications channel for health plans, with. Impact: 20% reduction in agent training time.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

VocalCom

APRIL 2, 2018

In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. As many studies have shown, digital channels are favored only when they work seamlessly. Many companies worry about reducing average handling time in order to cut costs.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Decreased average handle time by 10 percent.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Fonolo

MAY 22, 2019

First, in their “Principal Findings” they wrote that “Despite the hype surrounding self-service technology, 64% of organizations believe customers should have easy access to a live agent.” The study concludes that an aggressive approach to new technology pays off in better overall business performance.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. Results: Saved $1.1

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

Netomi

AUGUST 10, 2022

In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean? Average Resolution Time (ART), also known as Average Handling Time (AHT).

Metrics 59

Metrics Average Handle Time Chatbots Airlines 59

Global Response

JANUARY 31, 2023

Phone is the most common customer service channel, but today, many more options exist , such as email, live chat, text messaging, social media channels, video chat, and even self-service and automated “chatbot” options. In 2023, customer service is more important than ever. This is something that customers want too.

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. This is where an AI chatbot comes into its own, by supporting customer service teams with illlimited availability and responding quickly to customers, cutting waiting times. Case studies.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Hodusoft

JANUARY 17, 2024

As per a renowned study , four out of every five customers prefer omnichannel communication because of the seamless communication experience. In that, they get several self-service and various other options. times improvement in average handle time on a y-o-y basis.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Global Response

MARCH 27, 2023

The data indicates that customer service and customer experiences are directly related to your bottom line—yet many companies overlook the value of improving customer service from good to great. Two key ways to make yourself more accessible to consumers is through omnichannel support and self-service solutions.

Customer Service 62

Customer Service Chatbots Self service Personalization 62