Interactions
DECEMBER 9, 2022
Five million dollars is the average cost per breach involving a remote worker (IBM Security, Cost of a Data Breach Report 2022). Trustera is the world’s first real-time, audio-sensitive redaction platform. The agent only hears beeps instead of the sensitive information. What does real-time actually mean?
COPC
OCTOBER 28, 2022
New Zealand Employee Engagement Report, 2022. A purpose-built knowledge management system designed specifically for customer service environments understands that customers want answers, not information. Get More Insights: Employee Engagement Research Series. Contact Centre Knowledge Management Software. Brad Shaw | livepro.com.
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NobelBiz
JANUARY 17, 2022
However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?
ShepHyken
JULY 11, 2022
The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time). Are you delivering information that adds value to customers and enhances their experience with your brand? It’s part of the customer experience. I’m not sure why.
Seaton CX
NOVEMBER 1, 2022
In the year 2022, everyone has heard the words “customer experience”—maybe even spouted those words in a meeting to defend their opinion—but they don’t always know what the words mean. Instead, you need to educate and inform. Influence, of course. But choose your tactics based on the stage your person is in.
COPC
JUNE 9, 2023
By fostering a collaborative approach and consistently evaluating the metrics within your scorecard, you pave the way for informed decision-making and drive performance improvements across your organization. Global Employee Engagement Research Report 2022 a. This monthly review should address three primary things: a.
Playvox
APRIL 4, 2023
Gartner found that disengaged agents actually make getting support harder for your customers by not resolving issues quickly, by forcing them to repeat information, and by failing to help them resolve their issues in fewer steps. Too much work and not enough time with family and friends can have a significant impact on burnout.
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