Average Handle Time, CCNG and Chatbots - Customer Contact Central

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

Average Handle Time

CCNG

Chatbots

Customer Service Unplugged — Or Why Empathy Matters

CCNG

MARCH 1, 2023

AI and chatbots are taking over the simple interactions that used to give agents a mindless moment or two between the more challenging interactions. Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent.

Customer Service

Customer Service CCNG Average Handle Time Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It can also provide answers to a customer portal, customer app, chatbot, and FAQs on a website. It would mean a savings of $1.7 million or a reduction in headcount of 39.

Management

Management Average Handle Time Self service CCNG

Customer Service Unplugged — Or Why Empathy Matters

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

Stay Connected