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

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. 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

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

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? Imagine what your relationship would be like if your partner, child, or boss only listened to you 0.03% of the time!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 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. 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

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 257

Customer Experience Airlines Average Handle Time Contact Center 257

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 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

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 87

Customer Service Scripts Coaching Finance 87

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service CCNG 195

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

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

Calabrio

APRIL 23, 2025

The task of juggling cost and quality is nothing new, but todays environment has created a perfect storm for contact centersand its clear that achieving brighter days ahead will require more than just incremental improvements. Instead, contact center teams need innovation.

Contact Center 52

Contact Center contact center workforce Agent Empowerment Abandon rate 52

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

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

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

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. See why 550+ industry executives are joining us: view more event information.

Abandon rate 260

Abandon rate Journey mapping Average Handle Time Customer centricity 260

Calabrio

APRIL 24, 2025

However, ask most contact center leaders and theyll tell likely you that the industry isnt changing just because AI is transforming the way contact centers work and interact with customersits evolving because it has to. How exactly are contact centers using AI, though? In short, its unsustainable.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

CCNG

MARCH 1, 2023

When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents. 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 195

Customer Service CCNG Average Handle Time Contact Center 195

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

CX Global Media

FEBRUARY 12, 2018

Most likely in your contact center agents run callers through the routine of asking – Mother’s maiden name, date of birth and last four digits of your Social Security Number to prove who they are before you give them service. You must heavily scrutinize the reasons why you add time to the customer experience.

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Fonolo

APRIL 17, 2018

In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. Average Handle Time. Definitions.

Service level 106

Service level Contact Center Abandon rate Call Center 106

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. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

Contact Center 52

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

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Is it really? Click to Tweet. It has always been.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Fonolo

APRIL 6, 2020

The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams. This call center solution is great for larger teams and businesses. Using Virtual Contact Center Apps .

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Both industries are in the business of earning a customer’s repeat business through the quality of the experience we deliver. Let me give you a specific example.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

ROI CX Solutions

APRIL 24, 2025

From improving call efficiency to supporting new agent onboarding and offering personalized, clear interactions, well-crafted scripts are essential tools for delivering top-tier service in modern contact centers. Here’s how they can make a measurable impact across your contact center. How are you today?

Scripts 92

Scripts Call Center Upselling Feedback 92

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being. How can you improve contact center efficiency?

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

CCNG

MAY 30, 2024

A nice to have is your WFM platform taking the actuals of shrinkage, Average Handling Time (AHT), and volume, and then reforecasting how the rest of the day is going to go. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandon rate goals for today.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195