HGS

JUNE 20, 2018

I See You: Staging Better CX, Using Video. 3: Smartphone Video Camera Support Is a Gamechanger, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. . So now let’s try Scene One, again, this time with video support: Scene Two.

Upselling 100

Upselling Average Handle Time Education Customer effort 100

TechSee

NOVEMBER 10, 2020

This video demonstrates how the technology can help: When agents can clearly see the customer’s issue and effectively diagnose it, the need for expensive truck rolls will be reduced. The FTF rates are raised, and the time spent on site is shortened.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. Object Recognition.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

TeleDirect

APRIL 7, 2025

Provide Access to Ongoing Learning Resources Offer e-learning platforms, video tutorials, and knowledge bases for continuous self-improvement. Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Global Response

MARCH 24, 2025

When interacting with customers, your agents can quickly retrieve information in your knowledge base to reduce customer wait times and the likelihood of call abandonment. Average handle time A call center knowledge management system puts relevant information at your agents’ fingertips.

Call Center 62

Call Center Management Abandon rate outsourcing 62

TechSee

JUNE 17, 2024

Video calls add a lot to the customer experience on their own, allowing remote staff to better understand and relate to the remote user. Images and video streamline the process and create a better customer experience because they eliminate everything that could be lost in translation. To smile is human.

Customer Service 124

Customer Service Average Handle Time Healthcare Enterprise 124

Fonolo

JUNE 5, 2018

To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. 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. Is NPS Still the Best Metric for Customer Satisfaction?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Callminer

JUNE 21, 2017

From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. The advantage is that this information is accessible by staff members at all times so they can learn at their own pace and get the most from the training.

Best practices 174

Best practices Call Center Morale Coaching 174

CCNG

MARCH 30, 2022

Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The supervisor gets the agent on the video platform, and the agent wants to talk. To make matters worse, the agent’s average handle time goes up because the agent is discouraged and types or talks slower.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

TechSee

JANUARY 24, 2023

Successfully Launching the Video Session The two first actions taken in a video assistance session are: 1. Sending an SMS link to connect the staff person and the customer through video. The earlier that your call center staff can see the problem, the faster they can resolve it.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109

TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. Robotic process automation (RPA).

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Fonolo

AUGUST 17, 2021

Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Callminer

FEBRUARY 4, 2021

As well, a specific focus on compressing Average Handle Times (AHT) allows organizations to maximize their limited capacity. Video calls are one great way to bring more customers into a direct line of communication with your team. There are chances here to use new technology to diminish the impact of vulnerability.

Call Center 345

Call Center Contact Center Finance Consulting 345

TechSee

OCTOBER 19, 2021

B&H Photo Video is a NY-based photo and video equipment retailer that invests in its staff to ensure everyone is a product specialist capable of helping customers make informed decisions about the products that best meet their needs. This video says it all: Better Instruction Manuals. Training Videos.

Average Handle Time 124

Average Handle Time Sales Analytics Self service 124

TechSee

FEBRUARY 23, 2023

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties.

Contact Center 124

Contact Center Average Handle Time Education Best practices 124

TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? A customer may use FAQs and live chat, search the knowledge bank while on hold for an agent or send an email after watching a video tutorial.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Improve AHT with knowledge bases. Enhance performance with motivation.

Call Center 196

Call Center Self service Gamification Contact Center 196

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Momentum Telecom

FEBRUARY 5, 2025

Understand Teams is powerfulbut its only step one Microsoft Teams does an excellent job consolidating chat, video, and calls. However, it doesnt automatically tell you how many callers are on hold at any given moment, which times see the highest abandoned calls, or how often agents need to transfer calls.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Benefits to agent productivity.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

TechSee

SEPTEMBER 26, 2024

Thanks to multimodal AI capabilities (processing text, voice, images, and video simultaneously), Agentic AI like Sophie AI understands the full context of a customer’s problem and can offer immediate, accurate, easily understood resolutions.

Average Handle Time 124

Average Handle Time Upselling Enterprise Technical Support 124

Fonolo

APRIL 6, 2020

Substandard mobile apps and no video conferencing are some of its flaws but all in all, it’s a well-rounded software program that can help you connect with customers in more than 50 countries. With the ability to assign multiple numbers to each person or team member, you can have as many lines as you can handle for about $7 (each line).

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

OCTOBER 31, 2019

Bad desktop tools rank highest on the list of contact center challenges and it’s no wonder that service reps hate having to handle their own technical issues when they should be helping customers with theirs. Instead, a live video session becomes the basis for a natural call between two human beings, working together to resolve a problem.

Call Center 117

Call Center Contact Center Average Handle Time Scripts 117

AWS Machine Learning

NOVEMBER 6, 2023

However, most summaries are empty or inaccurate because manually creating them is time-consuming, impacting agents’ key metrics like average handle time (AHT). Amazon Chime SDK Call Analytics then streams the audio from Kinesis Video Streams to Amazon Transcribe, and writes the JSON output to Amazon Kinesis Data Streams.

Contact Center 134

Contact Center CRM Analytics Average Handle Time 134

TechSee

JUNE 11, 2019

KPI #4: Average Handling Time (AHT). Virtual “try before they buy”: when interacting with a product live is not possible or convenient, interactive video has emerged as an effective alternative. Visual Assistance boosts NPS across industries by 45% after eighteen months. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

Spearline

AUGUST 24, 2022

Firewall issues It is not uncommon for a disparity to exist between the bitrates of video bandwidth and bandwidth speed. qualityRTC might, for example, return results that show low video bandwidth bitrates, while the bandwidth speeds show high bitrates. You are up and running with meaningful test data in no time.

Self service 19

Self service Average Handle Time Contact Center Management 19

Upstream Works

NOVEMBER 19, 2020

This is where the use of video and team messaging platforms can really help keep agents connected and feeling part of team. This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

Outsource Consultants

FEBRUARY 22, 2025

Many successful companies conduct regular video conferences between onshore and offshore teams to foster personal connections and cultural understanding. What Works: Daily stand-ups and weekly video meetings to discuss priorities. Real-time chat tools like Slack or Microsoft Teams to handle urgent escalations.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

TechSee

FEBRUARY 3, 2020

When it takes longer to find the right resolutions, a higher Average Handling Time (AHT) will follow. Likewise, field service technicians can use their smartphone cameras to easily transmit images and videos of issues to remote supervisors for immediate assistance, eliminating the need for follow-up visits.

Customer Service 109

Customer Service Contact Center Average Handle Time Best practices 109

Babelforce

NOVEMBER 17, 2020

Use how-to videos. Each time a person signs up for your services, place them on cycling emails reminding them to access and use these resources. You can slash average handling time this way. Applying these tips will significantly reduce the amount of time required to satisfy callers.

Interactive Voice Response 98

Interactive Voice Response Average Handle Time Contact Center call center software 98

TechSee

JULY 17, 2018

Enabling image input into IVR shortens the entire process significantly: shorter average handling times (AHT), shorter call times, and best of all, an opportunity to wow customers. During the IVR conversation, the customer is requested to upload an image or video. The process of visual integration.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

Kayako

JUNE 8, 2017

This means the improvements you’re making to your product or service – improving self service content, creating explainer videos, or ensuring better answers to customers – is working. Ideally, the number of customers helped should be trending downwards. If not, it means that more customers are getting stuck and need your help.

Metrics 108

Metrics Customer Experience Average Handle Time Surveys 108

TechSee

DECEMBER 2, 2020

Calling tech support and having a video call – well, that’s a whole different story. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Myth # 1: Remote visual assistance is for hardware tech support only. Got a problem – call tech support. Sounds familiar?

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Playvox

DECEMBER 15, 2022

A synchronous interaction is a “live” interaction between two parties both conversing at the same time with a clear start and end time. This includes phone calls, live chat, video chat, or real-time messaging. Average Handle Time.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

Taylor Reach Group

MARCH 22, 2019

The inference there is that those calls are being answered in a much longer time period; 60, 90, 120, even 360 seconds is possible, depending on the nature of your calls, contacts, and the average handle time. This post is also available as a video post on our YouTube channel. Click to watch the video here.

Service level 85

Service level Metrics Average Handle Time Consulting 85