NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. The Cloud. And the move to omnichannel cloud contact center solutions have accelerated for good reason.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. In fact, according to Gartner, 90 percent of global organizations still use on-premises call center software.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

SharpenCX

AUGUST 21, 2023

Measurable — Goals must be quantifiable and include a trackable benchmark to hit. Add AI to customer service software by [date] to reduce call times X% with next best actions and predictive modeling.” Improve the employee experience. Conduct 50% of employee performance reviews by [date] and the remaining 50% by [date].”

Call Center 67

Call Center First call resolution Contact Center Contact center software 67