BlueOcean

JULY 9, 2024

The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Over four years after the pandemic warded off shoppers from wandering the aisles of their go-to stores, 81% of consumers continue to crave the convenience of home deliveries.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. HCOs must become more consumer oriented. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

InMoment XI

JULY 25, 2024

Research shows that 71% of consumers expect personalized experiences with the brands they interact with, and over 75% get frustrated when they don’t get those personalized experiences. Similarly, 90% of consumers regard issue resolution as their most significant customer service factor. Why is the Contact Center Experience Important?

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. This process can help identify emerging trends, consumer preferences, and unmet needs that can guide the product development process.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InMoment XI

MARCH 22, 2025

These are all questions CI can answer, helping account managers determine what consumers value most. Using our AI-powered technology, contact centers can reduce average handle time (AHT) by 33% by eliminating time-consuming administrative tasks that human agents would typically do.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

Interactions

APRIL 2, 2025

This level of personalization speeds up interactions, saves retail consumers precious time, and shows that your company cares about their convenience and their business. First, the IVA saves agent time by authenticating the customers identity and gathering information prior to escalation.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

BlueOcean

MAY 13, 2021

Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 A recent report shows that at the crux of the crisis, 64% of consumers in the U.S. Consumers do, after all, still have choices available to them. Convenience: First Among Equals. actively cut back their spending.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

InMoment XI

APRIL 9, 2025

Traditional forecasting processes often miss the mark as they dont account for the latest market changes or shifts in consumer preferences. Competitor activity, market trends, and economic downturns all impact consumer demand. Market trends dictate consumer preferences, so predicting them is key to accurate sales forecasting.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

TechSee

OCTOBER 31, 2018

Integrating visual support within IVR further delivers an efficient usage of time – reducing average handling times (AHT) and customer hold times, and ultimately driving a better CX. Robotic process automation (RPA).

2019 100

2019 Telecommunications Average Handle Time Call Center 100

Kustomer

SEPTEMBER 19, 2022

Furthermore, consumers are increasingly expecting chatbots to be a part of your customer support strategy. According to Kustomer research , younger generations have a much higher appetite for self-service and chatbots, with 77% of consumers under 25 saying that they find chatbots to be helpful.

Customer Service 91

Customer Service Average Handle Time Customer Satisfaction Customer Centricity 91

InMoment XI

JANUARY 10, 2024

Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines. Traditional analysis of such data can be time-consuming and challenging due to its unstructured nature, but AI-driven solutions bring efficiency and accuracy to the process.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

Interactions

FEBRUARY 6, 2025

The stakes are high: Consumers are protecting their homes and their families. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. Claims can make or break their finances. Whats more, insurance is a true omnichannel experience.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

Eptica

JANUARY 9, 2019

GDPR – 6 months on The General Data Protection Regulation (GDPR) was a key topic for every company selling to European consumers or operating in the EU. How to reduce Average Handling Time and improve quality In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience.

2018 89

2018 Blog Average Handle Time 2019 89

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Improve AHT with knowledge bases.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What Are Important Metrics to Consider in Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

TechSee

APRIL 2, 2019

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.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Kustomer

FEBRUARY 17, 2021

CX teams often spend immense amounts of time sorting through tickets and routing them to the correct agent, or hunting for information in disparate systems. This can be both time consuming and brain-numbing work, and takes away time that would otherwise be spent building relationships with valuable customers.

Average Handle Time 66

Average Handle Time 2020 Demo Measurement 66

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

TechSee

MARCH 5, 2020

Call centers using Visual Assistance have seen double-digit improvements in First Contact Resolution (FCR) rates, Average Handle Time (AHT), agent engagement and satisfaction (ESAT), as well as customer satisfaction metrics such as NPS, CES and CSAT. Sharing the Knowledge. The Visual Impact on Training.

Call Center 145

Call Center Contact Center Average Handle Time Customer Satisfaction 145

TechSee

OCTOBER 19, 2021

According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% Retailers have implemented restocking fees as a mechanism to discourage consumers from becoming serial returners. These help to onboard and train consumers to set up and operate their products.

E Commerce 124

E Commerce White Paper E-support Retail 124

Upstream Works

NOVEMBER 19, 2020

Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications. Markets will continue remaining competitive but, in a weak economy, spending will be curtailed, and consumers will buy based on their needs instead of their wants.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

TechSee

DECEMBER 28, 2020

One customer survey highlighted that 67% of consumers reported a willingness to spend over 15 minutes of their time trying to self-install a device in order to avoid contacting a call center for assistance. For a customer calling in with a technical issue, waiting for a technician is high effort activity.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Thematic

DECEMBER 15, 2024

You can then use this information to refine your customer service procedures, or perhaps take on more staff to handle customer interactions. Average Handle Time (AHT) Average Handle Time is a standard contact center metric for tracking the length of customer service interactions.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

Comm100

NOVEMBER 2, 2022

When tracked over time, this metric also allows organizations to understand how AI chatbots are developing. Average Handle Time (AHT). Average Handle Time is a measure of the duration chatbots spend in each interaction. It’s expected that AHT should be shorter for chatbots than for live chat agents.

Metrics 98

Metrics Average Handle Time Measurement Interaction 98

BlueOcean

MARCH 13, 2023

One survey of consumers who frequently interact with customer service bots reveals that 77% believe AI is helpful for simple issues. It’s more intuitive and versatile, with infinite applications outside of the usual “if/then” conditions that call centers have been tied to in the past.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

TechSee

OCTOBER 10, 2019

A collaborative contact center provides a better overall customer experience, as agents can communicate with each other in real time without putting callers on hold or introducing other elements of friction. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.

Contact Center 117

Contact Center Culture Wireless Average Handle Time 117

Eptica

OCTOBER 16, 2018

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

TechSee

JUNE 11, 2019

Covering 70 clients, 220 contact centers and help desks and 30,000 agents, the report highlights the impact of Visual Assistance on customer service KPIs over time. Data was collated from clients in sectors including telecom, consumer electronics, utilities, insurance, and medical technology. KPI #4: Average Handling Time (AHT).

Technology 117

Technology Customer Service Contact Center NPS 117

TechSee

MARCH 12, 2019

It reviews how visual data collection analysis, classification and routing, auto-recommendations and resolution enable a level of visual automation that drives efficient workflows and cuts down the steps required to resolve a customer’s issue, benefiting both the agent and the consumer. Benefits to agent productivity.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

ShepHyken

APRIL 2, 2021

The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). It’s how you handle that feedback that makes a difference. Misconception #3: Speed is the most important customer service metric. But customers don’t want to feel like another ticket in the queue.

Customer Service 118

Customer Service E Commerce E-support Average Handle Time 118

ShepHyken

JANUARY 18, 2019

How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? The proliferation of AI and automation into our work and personal lives means that the nature of work is changing.

Blog 99

Blog Customer Experience Contact Center Airlines 99

Playvox

DECEMBER 15, 2022

That’s important to customers — globally, 71% of consumers surveyed by Zendesk said that they expect a company to share information so they don’t have to repeat themselves when moving across channels. how many chats an agent can work at one time) that must be accounted for above and beyond what voice channels require.

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

TechSee

AUGUST 14, 2018

Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT). In customer service, it helps the IDSS see the problem, as a virtual agent.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

Experience Matters

JANUARY 6, 2015

The rise of personal computing devices, from iPhone apps to Fitbits, will continue to change how consumers experience the world they live in. They will also replace efficiency metrics, such as average handle times, with more customer-oriented measures. Mobile Mobile Mobile Formulations. Human Resources Participation.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

TechSee

JUNE 4, 2019

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions.

Call Center 117

Call Center Technology Contact Center Average Handle Time 117

Kustomer

SEPTEMBER 29, 2020

The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way. During times of crisis, customer needs change. Some organizations chose to shift their success metrics away from average handle time, as customers demanded (and valued) longer interactions.

2020 109

2020 Average Handle Time 2021 Consumers 109

Kustomer

AUGUST 24, 2022

Kustomer went out and surveyed over 3,000 global consumers to understand what changes are occurring in the customer experience landscape. Modern messaging channels are successful for consumers and businesses alike. The Stickiness of Modern Messaging. By 2025 it is predicted that 376.4 billion emails will be sent daily, worldwide.

Communication 78

Communication Average Handle Time 2025 Consumers 78