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

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

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

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

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. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Encouraging the act of effective listening requires effective management.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

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.

Contact Center 156

Contact Center Culture Average Handle Time 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.

Contact Center 156

Contact Center Culture Average Handle Time Measurement 156

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

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

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

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

InMoment XI

DECEMBER 13, 2024

What Is A Call Center Dashboard? A call center dashboard is a centralized digital interface providing real-time insights into call center performance. It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic.

Call Center 195

Call Center Contact Center Social Media Metrics 195

TechSee

NOVEMBER 10, 2020

At the same time, they must ensure that the initiative does not compromise the quality and efficiency of the brand’s service or lose focus on the ultimate goal of ensuring a positive customer experience. Visual Assistance in the Contact Center. Visual assistance bridges the visual gap between customers and contact centers.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

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

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

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 52

Call Center Measurement Contact Center Metrics 52

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

InMoment XI

MARCH 22, 2025

These are all questions CI can answer, helping account managers determine what consumers value most. Automating and Refining Account Health Scoring Models CI eliminates the need for manual account health tracking by dynamically updating scores based on real-time customer conversations. What would they like you to do better?

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

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

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

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

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

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

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

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

Playvox

JUNE 21, 2022

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. Workforce management (WFM) continues to be one of the most important contact center productivity tools. What is Workforce Management Software?

Contact Center 74

Contact Center Average Handle Time Competitive Advantage Management 74

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

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. Some of the reasons driving disengagement include pay, industry, management, and company culture. Are your employees excited to come to work each and every morning?

Contact Center 79

Contact Center Average Handle Time 2025 Culture 79

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

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. What Is Contact Center AI? These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent E Commerce Average Handle Time 81

Eptica

JULY 4, 2018

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. You can then provide it to all of them ‘in one go’, personalized by name, saving time without impacting the service provided. Published on: July 04, 2018.

Average Handle Time 49

Average Handle Time Contact Center 2018 Social Media 49

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions. This will help align the team towards common goals.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116