Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

TechSee

MARCH 12, 2019

Alternatively, customers can visually interact with AI-powered assistants in self-service mode, alleviating pressure on human agents. This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The Power of Visual Automation.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

CCNG

JANUARY 4, 2023

In this white paper we focus on the information made available to contact center agents. This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TechSee

OCTOBER 19, 2021

Creating a user manual is not a big investment, and it is often a one-time activity that can be posted online for customers’ convenience and self-service. In addition, visual guidance solutions can be used to improve KPIs related to other reverse logistics activities such as: Average Handling Time.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

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Contact Center

Fonolo

JUNE 5, 2018

We can also see a low ranking for Average Handle Time – a metric that was been around since the earliest days of the call center. So if one imagines a “fixed pie” of all customer service interactions, then the slice of that pie occupied by voice is getting smaller. What conclusions can we draw from these changes?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Monet Software

DECEMBER 19, 2019

2 Handle Time Estimates. Average handle time (AHT) tends to exhibit less radical variation than call volumes, but AHT is no static number. A product launch, for example, can lead to longer call times, as customers rely on agents to supply information, answer questions and offer recommendations.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77