Connect

OCTOBER 23, 2023

Whether a customer engages with an AI-powered bot or AI-empowered super-agent, intelligent technologies will monitor key metrics in real-time, such as average handling times (AHT), first-contact resolution (FCR) rates, and call duration, among others, to make the contact centre more efficient and improve every measure of performance.

Average Handle Time 70

Average Handle Time CRM Virtual Agent Metrics 70

Hodusoft

OCTOBER 19, 2023

A constant monitoring of call queues, agent availability, and quality of service, helps in efficient allocation and utilization of resources based on current conditions. These tools can be used to address common or routine customer inquiries, reducing the need for human agents’ interference.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Compound enough poor quality interactions together and you may put customers at risk for churn.

Contact Center 40

Contact Center Self service Metrics Analytics 40