When IVR meets Visual Assistance – Retaining the Lost Waiting Time


Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . When the human agent has his first contact with the customer, he already knows the problem, the solution and whether the fix is covered by warranty.

Customer Wait Times Don’t Matter


Ask any customer facing professional what they are most worried about and customer wait time will be top of mind. While overly long wait times can be a driver of dissatisfaction, truth is customers don’t mind “just enough” wait time, in fact almost anything beyond that has no return on investment. ” He went on to brag about hiring and training staff to reduce wait times and I complimented him for his efforts.

What is Call Center Average Wait Time and 3 Ways to Reduce It


The longer you make them wait, the less important they feel. Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason.

How Lineten Reduced Average Wait Time from 2 Minutes to 18 Seconds with Talkdesk


In addition to improving their average wait time , Lineten saw a number of improvements by moving their contact center to the cloud with Talkdesk. Improving Customer Experience by Reducing Average Wait Time. Tell us about your contact center(s)? .

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. leads to long handle times. forgive occasional long handle times during an. Contact (Call). Daily Contact.

Managing Wait Times to Reduce Customer Frustration

Monet Software

There are two types of people in the world: those who hate waiting, and those who really hate waiting. And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

Worried? Is Your Contact Center Failing You?

Beyond Philosophy

Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration.

Create a Contact Center Service That Sparkles

Call Center Coach

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Focus on my needs, not your handle time.

The Psychology Behind Why Customers Hate Waiting


As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. Time seems to drag when you’re bored.

How Human Centered Design Improves the Digital Contact Center Government Experience

Taylor Reach Group

The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. By Rosetta Lue.

New Integration with Google Cloud Contact Center AI


Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program.

3 Contact Center Challenges You Can Win With Technology


The value of the Cloud is especially relevant for the contact center industry. Between the pressure of handling clients, maintaining efficient operations 24/7, and ensuring cost-efficiency, there are a lot of issues that contact centers could potentially face.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

11 Contact Center Technologies to Boost Customer Satisfaction


The platform allows for real-time conversation, regardless of channel type, via a unique Hybrid Messaging Timeline. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.”

RFP Questions to Ask About AI in the Contact Center


And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions?

Stop Thinking About Your Contact Center as a Cost Center


Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. That’s because the cost-center approach ignores the role the contact center can play in driving revenues to the organization.

Hold the Phone—You’re Spending How Much Time on Hold?


Seems like plenty of time to check everything off your bucket list, right? That’s because the joint study conducted by both these organizations found that much of that time isn’t spent as well as we’d like. But those small increments of time add up quickly.

Efficiency vs. Automation: Effectively Implementing Contact Center AI


AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center


Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

4 Contact Center Reports to Kick off 2019


Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Below are four reports that we think are worth your time. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel.

KLM Provides Wait Time Estimates on Twitter Page

Brad Cleveland

They even provide wait time estimates, updated every five minutes. KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense.

Predicting Contact Center Average Handle Time

Bright Pattern

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. average handle time

Top contact center authentication stories of 2017


Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. With unchanging personal data in the hands of hackers, identity thieves can potentially use the details to apply for new lines of credit at any time.

Workforce AI: The Driverless Contact Center


It’s in the Uber app that minimizes your wait time after you hail a car. Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents.

7 Tips to Improve Contact Center Customer Experience

NICE inContact

We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

The old Contact Center Outsourcing (CCO) model is broken. Together this makes for an effective quality program, without expensive and time-consuming calibration and ambiguous results. Uncategorized #BPO best practices contact center Outsourcing Quality

3 Practical Ways AI in the Contact Center Gets Real


Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience. First of all, any technology that makes the contact center faster and more productive is a good thing.

6 Undeniable Reasons People Hate Calling Your Contact Center


The call center can be a great resource for getting questions answered, but it’s typically not the most enjoyable experience. So with that in mind, contact centers need to ensure that the calling experience is just as pleasant as every other channel. Long Hold Times.

KPIs for Managing your Contact Center


KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. So what information does a contact center leader need to properly manage their operating environment?

Accomplish Your Contact Center Goals with Roadmapping

Monet Software

For a contact center goal, you can do the same thing. Are there times when an insufficient number of agents are working, which may prompt those that are extra-busy to wrap up calls faster to cut down on wait times? Business goals are like destinations.

How to Build a Compelling Business Case for Modernizing Your Contact Center

NICE inContact

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver? By owning my own car, you will save on gas and you will have more free time (the benefit).

Why Customers Loathe Your Contact Center


All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), Fortunately, people like me actually do geek out about contact center technology, evolution and trends. That perception is reality for too many contact centers.

Out with the Old, in with the New: Leave Behind your Old Technology and Set New Standards with your Cloud Contact Center


I mean just think of what comes to mind when you think of traditional call centers. Long wait times, many call transfers, agents who have no authority to actually fix your problem. Customer service teams catch a lot of flack.

Contact Center vs. Call Center: What Is the Difference?


Most people would be hard-pressed to pinpoint the difference between a contact center vs. call center. Contact centers are a relatively new solution. They don’t have the negative reputation from which call centers often suffer. Real-time reporting.

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.

Adapting Your Inbound Contact Center To Support Foreign Languages


Contact centers are playing an important role in companies all over our hyper-connected world. In the past, call centers were the only way of connecting with the customer. To start, we have to look at the inbound contact center. Here, we’re going to break down how companies can adapt their inbound contact center to support foreign languages. Effective communication between agents and customers is the whole point of a contact center.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Here are some best practices that may help make chat a success in your contact center. So here are our top five best practices for web chat as a contact center channel: New to the Chat channel?

How Callback Can Easily Integrate With the Latest Contact Center Technology Trends


Callbacks have proven effective for lowering wait times, decreasing abandons and improving customer experience (CX) for many years. And callback continues to play a central role because even with a wide choice in contact channels, 41% of customers still prefer to talk to a person.

Thriving in the Experience Economy – Build Robust CX in your Contact Center

NICE inContact

While there are various organizational functions like sales, marketing and others that connect with the customer, contact centers emerge as a group that has the largest number of touch points with the customers. What does it take contact centers to build robust CX?