ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

NICE inContact

AUGUST 27, 2019

Companies that inspire positive emotions will enjoy more loyalty from customers who are willing to spend more over the long term. Agents can also provide better customer service simply because they know the customer’s preferred channel, previous purchases and interactions. 2) Be responsive. 3) Be results driven. 4) Be proactive.

Connections 59

Connections Social Media Multi-Channel Contact Center 59

Pointillist

SEPTEMBER 28, 2021

Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent. The COVID-19 pandemic forced customers and enterprises alike to rely on digital channels more than ever before.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Upstream Works

JANUARY 25, 2022

Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. In the long run, striving to create happy customers can solve a lot of inherent inefficiencies and future-proof your organization. Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74