SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. Q: Tell us about DSW’s growth.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Aspect

MAY 7, 2018

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via. Secure IVR. Context Continuity from Web to Voice.

Self service 73

Self service Average Handle Time Interactive Voice Response Chatbots 73

TeleDirect

DECEMBER 19, 2024

For instance, urgent customer issues are routed to the most experienced agents, while routine inquiries can be handled through self-service options or junior representatives. This prioritization strategy significantly reduces overall response time. Q4: What metrics are used to measure response times?

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Many times, this system optimization alone can raise the efficiency of the contact center. She writes for the blog of Dialer360.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Spearline

AUGUST 24, 2022

Support where it’s needed qualityRTC is the self-service panacea for all webRTC application ills. You are up and running with meaningful test data in no time. We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees.

Self service 19

Self service Average Handle Time Contact Center Management 19

BlueOcean

MARCH 11, 2025

By understanding these patterns, we can implement proactive solutions whether that’s adjusting self-service options, modifying agent training, or recommending process changes. [link] For instance, we might notice that certain types of initial contacts often lead to repeat calls or escalations.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. Our Logic+ platform allows our customers to build advanced self service solutions. We are building a world with better self service and more effective agents. Better Self-Service. More Effective Agents.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Contact Center 68

Contact Center Self service Chatbots Average Handle Time 68

Aspect

JUNE 4, 2020

annual improvement (decrease) in average handle times. In other words, having a BC plan allows contact centers to transform times of uncertainty and change into times of opportunity; one which fosters more fruitful customer relationships, drives efficiency gains, and reduces costs. Follow: @omerminkara.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self service 0

Self service Best practices Interactive Voice Response Average Handle Time 0

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self service 59

Self service Best practices Interactive Voice Response Average Handle Time 59

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true. As organizations make.

Self service 53

Self service Journey mapping Average Handle Time Government 53

pindrop

AUGUST 22, 2021

For example passive authentication techniques can optimize the process to reduce average handle times, empower customers, and improve operational efficiencies. This is called IVR self-service. Read the Blog. You can leverage authentication best practices for quantifiable gains for your contact center.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

aircall

AUGUST 29, 2022

If the problem isn’t solved during the first call, the customer will call again and again, taking time away from other customers. Average Handling Time (AHT). AHT is how much time a call center agent spends on any work related to customer interactions or engagements. Improve your self-service options.

Call Center 118

Call Center virtual call center call center software Self service 118

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Deliver better bot interactions Be it promoting self-service for a better experience or for reducing costs, bots help with simpler queries so agents can focus on strengthening relationships and handling complex customer queries.

Management 116

Management Average Handle Time First call resolution Self service 116

TechSee

AUGUST 26, 2024

Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service. Similarly, call center agents are measured on their average handle times.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. This can lead to cost savings in staffing expenses.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. appeared first on NICE inContact Blog.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Average Wait Time : Average wait time tracks how long it takes for customers to connect with an agent who can address their needs. Outbound Dialing.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Virtual Agent 47

Virtual Agent Self service Best practices Chatbots 47

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Put these expert-assembled call center quality assurance best practices at the heart of your approach to empower your agents, enrich interactions, and drive better service in the year ahead. Struggling to understand your customers most common concerns?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. With active voice biometrics in the IVR, more callers can easily authenticate themselves at the beginning of the self-service application. Reduction in Average Handle Time (AHT).

Contact Center 86

Contact Center Interactive Voice Response Average Handle Time Self service 86

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This enables you to benchmark and compare performance and identify team and individual areas for improvement. Share this page on: Tweet.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Expivia

APRIL 29, 2021

Average Handle Time. The average handle time is the best call center KPI to gauge how efficient your process is. This is the whole time your rep spends on the interaction. From the time they pick up the call until they finish their after-call work. Self-Service Usage.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

Mindtouch

AUGUST 21, 2019

A knowledge base is a self-serve repository of organized information that users can access through browse and search functions. Well-executed, a knowledge base can empower customer self-service and minimize inbound calls, thus promoting customer success. It’s available 24 hours a day, seven days a week. Agent adoption metrics.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Hodusoft

MARCH 26, 2025

In this blog post, we have discussed some major issues e-commerce companies face in customer service and how leveraging sophisticated contact center software such as HoduCC omnichannel contact center software and CX suite can help them resolve the challenges. For an e-commerce professional, this blog post can be immensely valuable.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

bold360 Blog

OCTOBER 2, 2020

Decreased Average Handle Time (AHT). By reducing the number of customer transfers and time the customer is placed on hold, companies see better AHT metrics, which also impacts customer satisfaction. 6 Big Benefits It Offers Your Business appeared first on Bold360 Blog. Improved Operational Efficiency. More Sales.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98

SmartAction

APRIL 20, 2022

Some CX experts believe average handle time is the worst metric for service , calling it “a relic of the old service world” and “a culture killer.” Rethink Call Center Metrics.

Call Center 95

Call Center Virtual Agent Average Handle Time First call resolution 95

Toister Performance Solutions

FEBRUARY 6, 2020

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A recent blog post outlined the increasing demand for phone skills. into a phone. Ready for the really good news?

Interactive Voice Response 80

Interactive Voice Response Advertising Average Handle Time Wait times 80

AWS Machine Learning

JULY 29, 2022

There is a challenge at every point in the contact center customer journey—from long hold times at the beginning to operational costs associated with long average handle times. We cover the following topics in this post: Reference solution architecture for the self-service AI. Deploying the solution.

Contact Center 115

Contact Center Interactive Voice Response Self service Accountability 115

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. As mentioned in my previous blog, the way customers prefer to interact with the companies they do business with has drastically changed. A true AI-powered knowledge base benefits: Customers. Knowledge Base Administrators.

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Best Practice #5: Human-Centric Design from a team of CX Experts.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Expivia

MAY 4, 2021

While average handle time, the time in queue, and the sale success rate are still important. SLA (service level agreement) and ASA (average speed of answer) aren’t as crucial as you think when compared to new metrics of sentiment, CSAT (customer satisfaction), and NPS (net promoter score).

Customer Service 86

Customer Service Interactive Voice Response Call Center Average Handle Time 86

REVE Chat Blog

JUNE 17, 2020

Personalized service experience: Being able to communicate face to face in real time helps to establish stronger relationships and build trust with customers. Reduce average handling time (AHT): Using video chat improves net promoter score (NPS), average handle time (AHT), conversion rate – the key customer service metrics. .

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78