NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Calabrio

FEBRUARY 27, 2025

In this guide, well take a look at different definitions of and approaches to contact center productivity. Average Handle Time (AHT): Tracks the average duration of a customer interaction. Average Speed of Answer (ASA): Measures how quickly calls are answered.

Call Center 52

Call Center Metrics Gamification Contact Center 52

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

NICE inContact

JANUARY 8, 2019

The time a customer today is prepared to wait to speak with (or receive a reply from) an agent has not gotten any longer. Customers expect service fast, regardless of channel, so long Wait Times will definitely not help your CSAT scores. Offer Self-Service and Automation – Correctly. Let’s leave that for another post….

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

Playvox

MAY 4, 2023

The simple, straightforward definition of a digital contact center is “a customer service center that provides support through email, chat, text messages, social media, phone, and other communication channels.” However, the positive benefits of this seemingly simple definition go much deeper.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Global Response

MARCH 26, 2024

This includes GDPR for data protection and ISO certifications for quality management. Average handling time (AHT) : In customer service, AHT measures the average time it takes agents to resolve an issue or complete a task. This helps assess operational efficiency and the team’s productivity.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62