Remove Average Handle Time Remove Scripts Remove Self service
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How to Reduce Smart Home Returns with Effective WiFi Troubleshooting

TechSee

It’s a single solution that empowers your field technicians, remote agents, and AI-powered self-service channels to speak the same language: resolution. The Real Problem Behind Returns: Poor Connectivity The average U.S. 50% of smart home device owners report WiFi-related problems​ These aren’t quick fixes.

Upselling 124
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Three Ways to Effortlessly Cut Average Handle Time 

Toister Performance Solutions

The issue starts in other channels like self-service, social media, or chat which are frequently not optimized. Customers eventually give up and decide to call, which they often associate with wasting time. So your IVR is adding talk time, but your agents aren’t empowered to skip the script and give some of that time back.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Average handling times (AHT) increase. Customer service diminishes. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Interactive agent scripts from Zingtree solve this problem. This juggling act severely impacts lead quality and quantity.

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Call center cost reduction strategies

TechSee

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Reduce second-time calls with better FCR. ” Techniques to optimize time.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service

TechSee

For the first time, technicians normally found in the field were stationed in a back office or worked from home, guiding customers remotely as a traditional agent. Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

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Empowering remote support heroes with knowledge management

Talkdesk

To ensure proper decision making, enable agents with a scripting tool that helps them with relevant probing questions and suggests the next best action. Some of the most common KPIs include average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), net promoter score (NPS) and ticket deflection ratio.