average-handle-time-metrics 
Thematic
APRIL 8, 2025
For starters, keeping existing customers happy is far more cost-effective than finding new ones (it can be 5 to 25 times more expensive to acquire a new customer than to retain one). Slow, Manual Analysis Without the right tools, making sense of open-ended feedback is time-consuming and subjective. Why does this matter?
InMoment XI
APRIL 9, 2025
InMoments CI tool, for instance, features intelligent auto-tagging to categorize large volumes of feedback in real time. This automatic categorization routes and organizes interaction data, thus handling routine tasks and freeing up time for agents to build strong customer relationships. Choose the Right CI Platform 2.
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Calabrio
APRIL 11, 2025
Far from being a one-off onboarding task, comprehensive contact center training is a continuous, strategic process designed to equip agents with the skills, knowledge, and confidence they need to handle complex interactions, build customer rapport, and ultimately deliver exceptional service with maximum consistency.
CSM Magazine
APRIL 10, 2025
It reduces dependence on staff, saves time, and enhances customer autonomy. For instance, AI tools like Zendesk or Freshdesk can suggest relevant help articles in real time, improving the likelihood of a self-service resolution. According to a study , 67% of customers prefer self-service over speaking to a representative.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
BirdEye
APRIL 10, 2025
She took the time to understand what we were looking for, offered honest advice, and guided us through every step of the buying process. Her communication was always clear and timely, and she made what could have been a stressful experience feel smooth and manageable. The key is how you handle them. Let’s explore how.
Calabrio
APRIL 8, 2025
Within the context of this broader visibility, sentiment can be correlated with metrics like call duration, hold time, handle times, customer satisfaction scores , and more. A longer call, for instance, might represent an agent skillfully handling a complex issue, resulting in high positive sentiment.
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