InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

Thematic

DECEMBER 15, 2024

Contact centers are the frontlines of customer interaction. They handle millions of conversations on a daily basis. That’s where contact center sentiment analysis comes in. In this guide, we’ll explore why sentiment analysis matters for contact centers and what types of data you might want to use.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Be realistic about your risk tolerance.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Be realistic about your risk tolerance.

Contact Center 156

Contact Center Average Handle Time Culture Measurement 156

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What does a “rooms per shift ratio” have to do with contact center operations, you might ask? What are you looking for in a contact center partner? We want to hear from you.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Contact Center 52

Contact Center Management Call Center Measurement 52

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Wireless Average Handle Time 117

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. Contact us here. But where do we start?

Metrics 219

Metrics 2019 Customer Care Measurement 219

Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

Contact Center 88

Contact Center Customer Centricity Metrics Net Promoter Score 88

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Advantage Communications

MARCH 9, 2021

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

Average Handle Time 98

Average Handle Time Innovation Technology Customer Service 98

BlueOcean

NOVEMBER 13, 2019

Outsourcing Content and Ad Review to Your Contact Center. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores. In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider.

Contact Center 120

Contact Center Average Handle Time Customer Care Advertising 120

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. Improve AHT with a customized blend of KPIs.

Contact Center 95

Contact Center Average Handle Time Net Promoter Score Travel 95

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

TechSee

NOVEMBER 10, 2020

Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center. Visual Assistance in the Contact Center. Visual assistance bridges the visual gap between customers and contact centers. field services. self-service.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Metrics 195

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.

Contact Center 105

Contact Center Call Center Multi-Channel Average Handle Time 105

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time Call Center Metrics Multi-Channel 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Knowmax

OCTOBER 14, 2020

How to reduce average handle time in a contact center.

Average Handle Time 52

Average Handle Time Contact Center Customer Experience Customers 52

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Agent performance is at the core of overall contact center productivity as well as customer experience quality.

Call Center 52

Call Center Measurement Contact Center Metrics 52

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. Gamification works well within a contact center environment as it leverages a number of game mechanics that workplaces can use to keep employees engaged and focused.

Contact Center 79

Contact Center Average Handle Time 2025 Culture 79

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA: The balancing metric.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72