Amplifai Coaching Category

AUGUST 24, 2023

Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more. Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction.

Average Handle Time 97

Average Handle Time Morale Contact Center 97

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Now, AI is shaping how contact centers operate. Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Best practices: Anticipate future customer demands by focusing on the most critical metrics, using consumer data responsibility, and leveraging real-time and historical data.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Toister Performance Solutions

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff.

Average Handle Time 93

Average Handle Time Contact Center Metrics Customer Service 93

Myra Golden Media

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

Average Handle Time 314

Average Handle Time Contact Center Customer Experience 314

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

Global Response

OCTOBER 15, 2024

This article will explore the benefits of omnichannel outsourcing and how to effectively communicate with customers across various channels in an omnichannel contact center and adapt to their changing preferences. What is an omnichannel contact center? Keep reading to understand the different types of contact centers.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times. . The pandemic thrust contact centers on to the frontline. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

ROI CX Solutions

DECEMBER 16, 2024

Reading Time: 12 minutes Table of contents Introduction The holiday season has arrived! While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Myra Golden Media

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. So, what are the top five underutilized soft skills for contact center agents? This focus will shave seconds, if not minutes, off your talk time! Glad you asked!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Average Handle Time (AHT). Where should you begin? TIP: Don’t overdo it!

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Customer centricity Call Center 136

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Improved contact center operations . How to Buy Contact Center Software.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Callminer

MAY 26, 2020

Common approaches to solving such issues include staffing additional agents, encouraging faster answering with more frequent holds and training agents in multiple disciplines so that they can handle a greater variety of concerns. Average Handle Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.

Contact Center 137

Contact Center Average Handle Time Consulting Consulting 137

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. annual improvement (decrease) in average handle times. annual growth in agent productivity.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

ShepHyken

JULY 11, 2022

That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more. This time, the focus is on the customer support center. My Comment: Here’s another excellent article on CX metrics.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall. Technology is on your side.

Customer Experience 244

Customer Experience Airlines Average Handle Time Contact Center 244

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. As such, it is also important to focus on the right KPIs that prioritize CX.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. Isn’t there a better way?

Management 195

Management Average Handle Time CCNG Contact Center 195

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345