Natalie Petouhof

SEPTEMBER 12, 2018

If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Step 1: Focus AI on Metrics that Matter. Increase First Contact Resolution (FCR). 1) First step? The result?

Customer Service 89

Customer Service E Commerce Average Handle Time Contact Center 89

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.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset.

Metrics 219

Metrics 2019 Customer Care Measurement 219

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. 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.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Natalie Petouhof

AUGUST 13, 2015

One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. This proactive solution allows agents to visually identify messages as they trend based on views, clicks and aggregate engagement metrics. It’s part of why there is so much customer churn.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Natalie Petouhof

APRIL 7, 2016

Determine Metrics for Reducing the Cost to Serve Customers, While Enhancing Revenue from Top-Notch Customer Experiences. Use the customer journey as the guide for overall success metrics. It must be driven by being customer-focused regardless of which department “owns” the channel.

Customer Journey Mapping 53

Customer Journey Mapping Average Handle Time Customer Journey Government 53

Clarabridge

SEPTEMBER 21, 2017

In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. The drivers for changing roles in contact centers. Focus on CX and CX metrics. Focus on agent engagement.

Customer Service 186

Customer Service Contact Center Average Handle Time Measurement 186

Lithium

OCTOBER 18, 2021

Today’s CX and contact center leaders are offered a bounty of vendor options to fill both technical and business needs inside the contact center and across the customer journey as a whole. Received your ROI results and want to learn more? The other half of the battle? Brands like DoorDash , Aetna, e.l.f.

Average Handle Time 52

Average Handle Time Contact Center ROI Consulting 52

Lithium

JULY 5, 2022

Reducing time spent on reporting and publishing. Agent Handle Time. Average Chat Handle Time / Average Handle Time defines how long it takes for an agent to work on a particular conversation. Cost Per Contact. A lower cost per contact equals cost savings and ROI.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52