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

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Customers have poor experiences, which negatively affects the customer's experience: The more mundane the calls, the harder it is for agents to stay focused and engaged.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response 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.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

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

BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

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). You can move customers out of venting, rambling, and storytelling using Reframing Statements. I’m listening, and I have an answer.

Average Handle Time 314

Average Handle Time Contact Center Customer Experience 314

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? Benefits for business: Tracking analytics can increase customer satisfaction, employee performance, and business efficiency. Youre in luck!

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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? Key Takeaways Why? Sound a bit confusing?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. Computer Vision AI – Reinventing the Contact Center. However, most of these innovations revolve around language.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times. .

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

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. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

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

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. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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 Do Customers Value in CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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

Myra Golden Media

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. So, what are the top five underutilized soft skills for contact center agents? Glad you asked!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

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

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.

Best practices 52

Best practices Contact Center Management Call Center 52

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. Missing key parts of the customer journey?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Advantage Communications

MARCH 9, 2021

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

Average Handle Time 98

Average Handle Time Analytics Technology Customer Service 98

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

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

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

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. More personalization and better customer experience . Sentiment Analysis.

Contact Center 138

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

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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

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

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. They typically take calls from customers who are shopping for private insurance or Medicare.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

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 increase in customer satisfaction rates. annual improvement (decrease) in average handle times.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

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. But is this really producing more productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

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

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. A PwC study found three out of every five customers around the world feel online retailers have lost the human element of customer experience (CX).

Contact Center 52

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