SharpenCX

APRIL 8, 2020

Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. It’s important to remember that not all of these metrics are personally actionable to your agents, though. Serve coaching opportunities to agents in-queue. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Playvox

MAY 4, 2023

You also need one that empowers your workforce, harnessing the power of motivation and coaching for more agent productivity. As Forbes mentions in this example, “The pandemic led to record demand and revenue for Amazon (profits soared 220%), which helped us avoid shopping in person.” Hint: They’re all unique to digital transformation.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. But where do we start? One Metric to Rule Them All.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Playvox

DECEMBER 13, 2022

Staying in an aftercall or wrap-up time toward the end of the shift to avoid any further interactions. Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. If only one person is practicing interaction avoidance, the impact is fairly small.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. But this time… you take on a new role without any training.

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

MARCH 24, 2020

Do they need coaching on de-escalating tough conversations with customers? Or, maybe your service lacks a personal touch. If you don’t have a coaching program in place with your agents, start here. Get real about coaching your agents and see your FCR rates increase. Invest in agents who need more training.

industry standards 52

industry standards Metrics Call Center Wait times 52

SharpenCX

MARCH 5, 2020

Omnichannel tools built for today’s agents and customers intelligently share customer data throughout each channel, and with other systems, so agents can personalize every interaction. Average handle time decreases because agents don’t waste time searching for information. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Noble Systems

MAY 20, 2021

Having AI look at that and be able to make that decision is invaluable, because that’s what actually gives you actionable content from what the person is speaking, to get them to whatever it is they need to get to, that IVR tree, a real person with all the information, their account information, etc. What was said on this call?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Comm100

OCTOBER 30, 2017

The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Customers use many platforms to interact in their personal life, so they want to also be able to utilize them in their business lives!

Best practices 46

Best practices Contact Center Management outsourcing 46