Fonolo

SEPTEMBER 12, 2018

So, in modern times, managing customer experience is the new brand imperative. The criteria with which consumers attribute customer experience is highly variable; as such, it is best to think of it as the collection of every interaction between the customer and the brand in the course of the consumer life-cycle.

Customer Experience 73

Customer Experience Management Journey mapping Construction 73

Outsource Consultants

JANUARY 27, 2025

Average After Call Work Time After Call Work (ACW) time refers to the period agents spend completing tasks related to a call after the customer interaction has ended. To minimize ACW time: How to Reduce ACW Time: Automate routine documentation tasks. Train agents on efficient time management techniques.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Education Services Group

JULY 20, 2021

Outside of that, one major thing to think about when automating is the number of actions you automate to the customer aren’t the only automations. As much as you automate to the customer, consider automating activities to your CSMs. Automate post-call notes from a CS tool or even email into your CRM.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98