Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Social Media 260

Social Media Average Handle Time Contact Center Call Recording 260

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

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. According to a recent Gallup report , 85% of employees are not engaged or are actively disengaged at work. Gamification is no longer a buzzword.

Contact Center 79

Contact Center Average Handle Time 2025 Culture 79

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. What is a High Performance Contact Center?

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Contact Center 69

Contact Center Sports Average Handle Time Webinar 69

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Management Average Handle Time Call Center 73

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Call Center Customer Satisfaction Exceptional Customer Service 52

TechSee

JANUARY 24, 2023

This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call. While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT.

Engagement 109

Engagement Average Handle Time Call Center Connections 109

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

NICE inContact

FEBRUARY 13, 2018

With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT).

Contact Center 49

Contact Center Average Handle Time Engagement Metrics 49

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Chat Interactions Contact centers aren’t just for the phone.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.

Contact Center 61

Contact Center Average Handle Time Competitive Advantage 2019 61

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

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

TechSee

FEBRUARY 23, 2023

In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. There is a substantial investment from support leadership, often enabling greater agility of contact center resources as agents can support a broader catalog of products.

Contact Center 124

Contact Center Average Handle Time Technology Reference 124

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Real-time adherence. Employee engagement. Schedule changes.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

NICE inContact

AUGUST 22, 2019

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Real-time adherence. Employee engagement. Schedule changes.

Contact Center 54

Contact Center Management Average Handle Time Metrics 54

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center. field services. self-service.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Interactions

APRIL 17, 2019

Companies have adopted new technologies in their contact centers to support a more customer-first approach. Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible. Traditional Contact Center KPIs.

Contact Center 54

Contact Center Measurement Average Handle Time Touchpoint 54

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

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. I look for how engaged a candidate is in this conversation. What does a “rooms per shift ratio” have to do with contact center operations, you might ask? Are they listening?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

COPC

OCTOBER 28, 2022

The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. New Zealand Employee Engagement Report, 2022.

Engagement 52

Engagement Management Average Handle Time Contact Center 52

Talkdesk

JULY 30, 2019

Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. Many Key Performance Indicators (KPIs) reflect this and simply measure costs, including average handle time, first call resolution, occupancy rate and so on.

Contact Center 43

Contact Center Average Handle Time Measurement Sales 43

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Agent engagement is another concern and IT needs to think about countering the isolation that can come from working solo.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

RapportBoost

OCTOBER 20, 2018

23 to discuss how established enterprises can turn their contact centers into profit centers by optimizing conversations, training agents and utilizing augmented intelligence. is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers. RapportBoost.AI

Contact Center 70

Contact Center Webinar Presentation Sales 70

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center Average Handle Time Travel 2013 56

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Published on: May 18, 2016.

Contact Center 51

Contact Center Net Promoter Score Average Handle Time 2016 51

TechSee

OCTOBER 31, 2019

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Let’s meet these malevolent monsters and get to grips with the thorny issue of call center attrition. Magic and mischief reign.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

Talkdesk

FEBRUARY 14, 2018

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

Contact Center 40

Contact Center Metrics Innovation Average Handle Time 40

Talkdesk

FEBRUARY 2, 2018

They are also looking for engaging, personalized, high-quality interactions. Friendly, engaging conversations and highly knowledgeable agents also rank as top customer demands. One certainty is that agents are generally expected to offer more personalized, empathetic customer engagements than in the past.”.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time Customer Centricity 40

TechSee

MARCH 5, 2020

Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Engagement is everything.

Call Center 145

Call Center Contact Center Average Handle Time Customer Satisfaction 145