CSM Magazine

JANUARY 12, 2021

Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Comm100

JANUARY 14, 2020

With digital omnichannel, agents have both the tools and the context they need to satisfy customers and improve KPIs such as first contact resolution rate (FCR) and average handle time (AHT). You don’t want to spend resources trying to cobble it together yourself because that will introduce a technical price that isn’t worth it.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 14, 2020

FCR) and average handle time (AHT). You don’t want to spend resources trying to cobble it together yourself because that will introduce a technical price that isn’t worth it. The right solution should also have top-notch routing, prioritization, and analytic capacities. such as first contact resolution rate.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131