TechSee

JANUARY 19, 2025

Artificial Intelligence (AI) is everywhere these days, and it’s changing how businesses interact with their most prized asset: their customers. Orchestration helps ensure that the right AI or multiple AI solutions come together to handle the right job at the right time, making service smoother and more effective.

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

Interactions

FEBRUARY 6, 2025

The complexity of insurance interactions Insurance, by nature, is driven by complex transactions, from signing up for a new policy to making a claim. This low frequency contact, coupled with the relative ease of switching insurers, puts tremendous pressure on insurance carriers to get every interaction right.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. But it goes deeper than that.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

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

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

MARCH 22, 2025

Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. These are all questions CI can answer, helping account managers determine what consumers value most. If that sounds like a win-win scenario, lets look at how CI enhances account health efforts.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 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

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. A call center dashboard is a centralized digital interface providing real-time insights into call center performance. Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions.

Call Center 195

Call Center Contact Center Social Media Metrics 195

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. Use Eptica’s powerful filtering technology to identify and show all open requests from the same customer to the agent, when they are handling an incoming enquiry.

Average Handle Time 49

Average Handle Time Contact Center 2018 Social Media 49

InMoment XI

JULY 25, 2024

Where a customer experience is defined as how customers feel about their collective experiences and interactions with a company, the contact center experience encompasses how customers feel about their interactions with an organization’s contact center. What Is a Contact Center Experience?

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Why is Conversational Analytics Important?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Interactions

APRIL 2, 2025

A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation. What sets Interactions apart is our hands-on help with integrations. The customer journey is optimized and personalized within whatever channel they choose, remembering customers and interactions across channels.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

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

Experience Investigators by 360Connext

FEBRUARY 6, 2024

This is often because there is a lack of resources — managing one or two metrics is all one person or team can handle. Other times, it’s simply a symptom of the embarrassment of riches; too many choices can be overwhelming, and we end up not making any moves. with your company, its products, services, and interactions.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

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. Low CES correlates with smoother interactions and higher satisfaction.

Call Center 52

Call Center Measurement Contact Center Metrics 52

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. Two words: visual assistance. Visual Assistance in Customer Service. field services. self-service. Visual Assistance in Self-Service.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

InMoment XI

APRIL 9, 2025

Businesses are more likely to improve inventory management, staff performance, and budget allocation if they set realistic sales targets. It improves cash flow management. Instead, it seamlessly integrates data across these channels to provide a unified view of customer interactions. It strengthens sales strategies.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.

Interaction 84

Interaction Contact Center Average Handle Time Article 84

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. Ask: Where are the gaps in performance?

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

BlueOcean

JULY 9, 2024

The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Some brands have managed to catch up with demand and patch any holes in their supply chain, but others are challenged by the supply-demand equation to this day.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

TechSee

OCTOBER 31, 2018

Nokia launched its own machine learning-based AVA platform , a cloud-based network management solution to better manage capacity planning, and to predict service degradations on cell sites up to seven days in advance. IDC indicates that 63.5% of telecoms are investing in AI systems to improve their infrastructure.

2019 100

2019 Telecommunications Average Handle Time Call Center 100

TechSee

AUGUST 26, 2024

Pain Points in Call Center Customer Service Phone Interactions Call centers encounter a multitude of obstacles that hinder their ability to deliver high-quality service. One primary concern is long call wait and handle times. Similarly, call center agents are measured on their average handle times.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Thematic

DECEMBER 15, 2024

Contact centers are the frontlines of customer interaction. They handle millions of conversations on a daily basis. It can help you make sense of your customer interactions at scale and understand what you need to work on. For example, you might uncover customers are frustrated by long wait times or being put on hold.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

TechSee

SEPTEMBER 26, 2024

Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently. Agentic AI improves immediate outcomes and builds lasting relationships by providing consistent, high-quality interactions.

ROI 124

ROI Average Handle Time Net Promoter Score NPS 124

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

SurveySensum

OCTOBER 29, 2024

So, if you want to boost your customer retention rate then better pay attention to those customer interactions. Contact Center Analytics refers to the process of gathering, analyzing, and interpreting data from customer interactions in a business’s customer contact center. However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

TechSee

SEPTEMBER 29, 2020

The Harvard Business Review indicates that the cost of each self-service transaction is negligible, while the average cost of a live service interaction runs to between $7 and $13. ” Techniques to optimize time. Aside from alleviating pressure on staff, the call center cost savings are significant.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond.

2025 52

2025 Customer Experience Contact Center Net Promoter Score 52

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX.

2025 52

2025 Contact Center Call Center Average Handle Time 52

BlueOcean

MAY 13, 2021

Some brands managed to catch up with demand and patch any holes in their supply chain, but others are challenged by the supply-demand equation to this day. 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.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Joe Rawlinson

JANUARY 6, 2016

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. This concept plays out across every customer interaction, regardless of the channel.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is communication still going strong and do you feel comfortable in those interactions? Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

TechSee

OCTOBER 31, 2019

Bad desktop tools rank highest on the list of contact center challenges and it’s no wonder that service reps hate having to handle their own technical issues when they should be helping customers with theirs. That’s why new tools are vital if managers want to keep their talent and cut call center turnover. Demon KPIs.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

TechSee

JANUARY 24, 2023

Introducing a new technology like visual assistance into a service interaction requires a moment for each party to adjust, but that moment will result in improved context and clarity. Visual support is the best tool in your toolbox, so use it early in the interaction. This increases AHT and reduces customer satisfaction.

Engagement 109

Engagement Average Handle Time Call Center Connections 109