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 195

Social Media Average Handle Time Contact Center Call Recording 195

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. your evolving needs?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

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

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

BlueOcean

JULY 9, 2024

We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times. Brand loyalty depends heavily upon customer experience, regardless of the impact of the pandemic.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

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

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. – hiring and training a dedicated and high performing live chat team. – increasing agent retention and shortening agent learning curves.

Contact Center 70

Contact Center Webinar Presentation Sales 70

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. In the first of a three-part conversation, Nate and I discussed how CX leaders are coming from the world of the contact center, what makes a good leader and how Nate took this journey himself. “We’ve Transitioning from the contact center to CX leadership.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Contact Center Loyalty Aspirations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 66

Contact Center Management Call Center Download 66

Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Customer Service Call Center Contact Center 29

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. Agent Handle Time.

Leadership 52

Leadership Net Promoter Score NPS Definition 52

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Qualtrics

NOVEMBER 22, 2019

Find out how making the right investments in your service center culture can turn yours from a necessary cost center into a key brand loyalty driver. In fact, 78% of customers say a single interaction with a contact center has changed the way they feel about a brand. See more: How Mastercard built a world-class CX team.

Contact Center 26

Contact Center Call Center Average Handle Time Metrics 26

Natalie Petouhof

FEBRUARY 17, 2016

Unfortunately, executives who believe customer service is a cost center fail to understand the increase in expenses that arises from poorly implemented and costly customer service solutions. Deficiencies in achieving First Contact Resolution (FCR) . Increases in Average Handle Time (AHT) for phone, email, chat and social media  .

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

RapportBoost

JANUARY 7, 2019

We are proud of the leadership Dani brings to the team and the industry,” adds Dr. Michael Housman, Chief Data Science Officer and Co-Founder of RapportBoost.AI. Conversational selling and augmented intelligence are about helping people succeed, and Dani’s loves to help her customers, partners, and the contact center community succeed.”.

Average Handle Time 40

Average Handle Time Contact Center Social Media 2019 40

Natalie Petouhof

SEPTEMBER 12, 2018

In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help and are often upset. A customer’s impression of a company is directly related to their experience with the contact center and its agents.

Contact Center 49

Contact Center Average Handle Time Omnichannel Technology 49

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Contact Center Management Omnichannel 52

West Monroe

JUNE 22, 2022

Alignment among executive leadership is one of the most critical components for successful service transformation. Based on these questions, your leadership team should have clear marching orders, be aligned on goals, and make decisions for investment. At minimum, we recommend observing the customer contact center for a day.

Customer Service Strategies 52

Customer Service Strategies Customer Service Financial Banking 52

COPC

APRIL 19, 2023

Organizations frequently have a gap between leadership and employee perception of alignment with their statement of direction. Global Benchmarking Series | Contact Center Employee Experience Most organizations have at least a half-dozen metrics they report for their agents.

Metrics 70

Metrics Average Handle Time Definition Leadership 70

NICE inContact

MARCH 13, 2019

So, like my dog, your leadership team and your front-line employees will both need to wait for that performance insight! When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning. Automate your analysis process.

Management 54

Management Average Handle Time Contact Center Leadership 54

Magellan Solutions

JULY 12, 2021

Contact Center Services Philippines Work Environment. Call centers in the Philippines commonly find other fun activities for their employees to take part in, aside from your usual annual holiday events, summer trips, and team building trips. To hire Philippines call center , means to hire happy employees. Price ($/hr).

Call Center 52

Call Center Contact Center Hospitality Culture 52

Magellan Solutions

AUGUST 1, 2021

Leadership. Philippines outbound call center is in charge of much more than just problem solving. Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Average Handle Time. Average Time in Queue.

Net Promoter Score 52

Net Promoter Score Call Center NPS Average Handle Time 52

Natalie Petouhof

SEPTEMBER 12, 2018

Increase First Contact Resolution (FCR). Reduce Average Handle Time (AHT). And AI development is not the core business focus of a contact center. Wasted time and money and longer time-to-value. Increase agent productivity, morale, retention (reduce attrition costs). The result?

Customer Service 89

Customer Service E Commerce Average Handle Time Contact Center 89

Horizon CX

MARCH 19, 2022

Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. The technology to improve that situation already exists.

Customer Journey 52

Customer Journey Seminar Touchpoint Average Handle Time 52

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand.

ROI 45

ROI Social Media Airlines Customer Service 45

Kustomer

SEPTEMBER 3, 2020

I mean, you touched on it a little bit, but as you think about, well, even CX and experience that these two leaderships, and then you bring in some other roles, how do you see those working together to ultimately benefit the customer? That’s so true. That’s so true. What is optimal in that? Nate Brown: (08:17).

Marketing 52

Marketing Effort Score Metrics Loyalty 52

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? What are the common fears among leadership when adopting AI solutions in customer support? ” “What do customers care about?

Customer Engagement 89

Customer Engagement Engagement Contact Center Average Handle Time 89

TechSee

FEBRUARY 7, 2023

Similarly, augmented reality tools allow contact center staff to guide end-users to full issue resolution visually. In the example above, your contact center staff should easily access the customer’s self-service journey information, including the steps the user has completed and the AI-identified make, model, and issue.

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124