2021 Average Handle Time Blog Technology 
Upstream Works
NOVEMBER 19, 2020
These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Supporting a Distributed Workforce.
Uniphore
JANUARY 21, 2022
Before looking at technological capabilities, consider these top five evaluation criteria for conversational automation: Call flow management Long call times and complex processes have long plagued healthcare CX journeys, dragging down consumer and employee experiences alike. Source: HealthPayerIntelligence, September 2021.
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TechSee
JUNE 25, 2019
of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). And shift we did. Today digital banking is the norm rather than the exception and there’s no going back.
Uniphore
JUNE 10, 2021
While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.” How to Train and Onboard Agents in 2021. Don't Coach to a Number. Intro to Call Center Life.
Horizon CX
MARCH 19, 2022
But I digress, that’s another topic for another blog. Therefore, it’s incumbent upon organizations to get the AI technology right first and unfortunately what is often overlooked in the application of the technology is the cultural aspect—the people side of the equation—and how it integrates within the technology.
Uniphore
JUNE 16, 2021
You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. By giving your staff technology that works for, not against, them, you can… 3 Ways Call Center Coaching is Leading to Customer Churn.
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