Fonolo

JANUARY 17, 2023

Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. RELATED WEBINAR: The Impact of AI on Customer Experience. Call analytics. Satisfied customers = happy customers.). How Can You Introduce AI to Your Call Center? .

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

pindrop

AUGUST 22, 2021

For example passive authentication techniques can optimize the process to reduce average handle times, empower customers, and improve operational efficiencies. Watch the Webinar. Watch the Webinar. Exploring best practices for contact center authentication translates to positive gains in other areas.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

NICE inContact

JANUARY 11, 2019

In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. For example, when considering the Average Handle Time (AHT) for a bot, the goal is not only for customers to complete tasks quickly, but to do so seamlessly and efficiently.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Fonolo

SEPTEMBER 28, 2021

Receive an average score of X on a customer satisfaction survey over 30 days. Finish X number of training webinars in Q1. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Some examples of individual agent goals might include: Answer X number of phone calls per day.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Quiq

NOVEMBER 21, 2019

Watch the on-demand replay of this Execs In The Know webinar to learn how to successfully launch bots in your customer-facing teams. “We saw our Average Handle Time (AHT) decrease by half” Shellie Dow, VP of Operation Services, Support & Experience Stores , Nintendo.

Average Handle Time 40

Average Handle Time Customer Experience Management Customer Support 40

Quiq

NOVEMBER 21, 2019

Watch the on-demand replay of this Execs In The Know webinar to learn how to successfully launch bots in your customer-facing teams. “We saw our Average Handle Time (AHT) decrease by half” Shellie Dow, VP of Operation Services, Support & Experience Stores , Nintendo.

Average Handle Time 40

Average Handle Time Customer Experience Management Customer Support 40

Nicereply

MAY 26, 2020

Before we get into the meat and potatoes, it’s important to note that right now is not the time to be introducing new or varied metrics to your team. In fact, it’s actually a better time to narrow down your focus and move away from things like average handle time ( AHT ) and customer satisfaction.

Metrics 105

Metrics Average Handle Time Customer Support Customer retention 105

RapportBoost

NOVEMBER 25, 2018

By the end of this webinar, attendees will understand: What channels of communication are preferred by customers and why. The webinar will take place on Tuesday, Nov. The post RapportBoost, CX Accelerator, and Comm100 to Lead Contact Center Innovation Webinar on Nov. 27th at 12:30pm PST. 27 at 12:30pm PST. About RapportBoost.

Contact Center 40

Contact Center Average Handle Time Analytics Best practices 40

pindrop

AUGUST 16, 2021

Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. Customer experience can be negatively impacted when KBA requires extra time and effort on the part of the caller. . Watch the Webinar.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

NICE inContact

SEPTEMBER 17, 2019

Our webinar, From Brick & Mortar to Digital Superhero , picks up the story at a pivotal point in the DSW journey. Average handle time (AHT) , a key CX metric, has fallen by two minutes! Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

SharpenCX

DECEMBER 2, 2020

If you want to improve customer happiness and retention, but you only track efficiency metrics like Average Handle Time, your agents lose focus. Set quarterly contact center goals alongside your team, so they know what’s expected of them. And, map each goal to relevant metrics. But, it doesn’t have to be.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Monet Software

OCTOBER 8, 2020

Maybe you saw an increase in average handle time (AHT) when an innovative but sometimes confusing product hit the market. Whether you rely on spreadsheets or have invested in call center workforce management software , be ready to show how you got to your conclusions. Have more questions about call center budgeting and approval?

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

Hodusoft

JULY 2, 2024

Recognizing this shift, HoduSoft recently hosted an insightful webinar on “ Designing Competitive Customer Experiences in Insurance.” This leads to longer call times ( average handle time ), the key concern of about 40% of businesses.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Playvox

JUNE 10, 2022

In fact, McKinsey estimates that “the average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”. One business in a McKinsey study experienced twice the average retention rate in teams where coaches spent more than 60% of their time on the contact center floor.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

NICE inContact

SEPTEMBER 5, 2018

Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times. Register and attend this webinar to learn more about how quality can improve performance, including: What is the definition of contact center quality.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Fonolo

SEPTEMBER 26, 2017

Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. If you’ve never tried call-backs in your call center – or if you have call-backs, but just the “ASAP” kind – it’s worth your time to look into scheduled call-backs.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX). In the CX industry, these individuals are forecasters.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

pindrop

JULY 6, 2021

The average handle time on your calls is above the industry average. Creating a smoother, more personalized customer experience, reducing average handle time by eliminating required actions on behalf of the agent & caller, and strengthening the front lines of your contact center against attack.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Enghouse Interactive

FEBRUARY 9, 2021

This reduces unsuccessful transfers, time in queue and average handle times (AHT). Next blog in this series, coming February 18 th . Key Actionable Insights from the Webinar . . Find out more by registering for our upcoming webinar: . Personalization (25.8%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

NICE inContact

FEBRUARY 6, 2019

While there are metrics around efficiencies like average handle time, call resolution rates and the likes, a CX obsessed company really looks at the end customer metrics like customer effort, Customer Satisfaction (CSAT), Net Promoter Score (NPS) and even larger business metrics like Customer Lifetime Value (CLTV).

Average Handle Time 55

Average Handle Time Contact Center Metrics Customer centricity 55

Uniphore

JUNE 7, 2021

In our recent webinar with CallMiner , we asked our audience what they want the most out of agent assist — and what their biggest hesitations are. Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

CSM Magazine

JUNE 10, 2022

Register for the webinar on Tuesday 28 June where the EvaluAgent product team will be demonstrating Conversation Analytics. Want to find out more about Conversation Analytics and see why you don’t need to go to the old guard anymore? About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

Playvox

MARCH 19, 2024

This frees up agents to focus on more complex issues and customer communications, reducing metrics like average handling time. Likewise AI helps managers with capacity planning, forecasting, employee scheduling, and makes intraday planning easy, accurate, and far less time-consuming.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Noble Systems

MAY 20, 2021

How do all of these modern speech technologies impact business productivity? Well, time is money, and speech technologies can reduce average handle time and potentially speed up resolution of customer issues. Webinar on-Demand: Solution Showcase – Real-Time Service Improvements with Conversations Analytics Now.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article. Watch the free webinar here.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. How to Cultivate an Agent-First Attitude Agents are the front lines of your call center.

Call Center 50

Call Center Average Handle Time Contact Center Chatbots 50

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Creating the CX and EX vision to drive the technology roadmap. About the Author.

Average Handle Time 52

Average Handle Time Analytics Metrics Service level 52

Solvvy

MARCH 19, 2019

Last month I served on the panel of a live webinar where best-selling author Don Peppers and I discussed trends in customer support, and how the dynamic between businesses and customers is evolving with the rapid adoption of AI and automation. I want to delve deeper into a few of those insights. Support by Issue Type vs. Customer Type.

Average Handle Time 48

Average Handle Time Self service Best practices Accountability 48

NobelBiz

FEBRUARY 14, 2022

AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. That’s why when you are managing the average handling time (AHT), you need look at it very carefully.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

SharpenCX

FEBRUARY 25, 2020

Maybe it’s time to apply Marie Kondo’s Tidying Up Method within your call center reporting to simplify your life and the lives of your agents. Watch our webinar: Agent Experience has a direct impact on your customer satisfaction. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Balto

OCTOBER 27, 2022

With inbound calls to the contact center projected to increase as we navigate Medicare’s Annual Enrollment Period , average hold time (AHLDT) and average handle time (AHT) is only slated to increase as well. Even better, operators can use insights from Real-Time QA to discover common compliance errors.

Scripts 52

Scripts Coaching Education Contact Center 52

NobelBiz

FEBRUARY 27, 2024

Establish clear metrics and Key Performance Indicators (KPIs) such as First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Average Handle Time (AHT), and Net Promoter Score (NPS). Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

FEBRUARY 11, 2020

When you don’t have to take steps backward, your First Contact Resolution increases and your Average Handle Time lessens. It also allows agents to handle 63% more phone and chat tickets and gives agents space to interact with 3.3x Watch the on-demand webinar with Lori Bocklund. as many customers. Unthink it!

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Netomi

NOVEMBER 8, 2021

Modern help desk platforms have rich data and reporting so you can track response time, average handle time, first response rate and other key customer service KPIs. . Hear how AI can improve the customer experience in this webinar featuring Greg Dreyfus from Zendesk. Sophisticated analytics. Knowledge Base.

Chatbots 52

Chatbots Enterprise Self service CRM 52