TechSee

JUNE 11, 2019

Data was collated from clients in sectors including telecom, consumer electronics, utilities, insurance, and medical technology. KPI #4: Average Handling Time (AHT). AHT measures the duration of each customer episode with the goal of ensuring contact center efficiency, planning headcount and reducing operational costs.

Self Service 117

Self Service Technology Customer Service Contact Center 117

TechSee

AUGUST 14, 2018

Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT). Wrong inputs undermine the ability of the IDSS to identify the problem.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

JUNE 25, 2019

Agents representing financial institutions or insurance companies can use biometrics to quickly authenticate customers while minimizing the risk of fraud. In the insurance industry, for example, leading companies are now using AI to power every aspect of the policyholder experience and the claims process. High-level data analysis.

Technology 122

Technology Customer Service Contact Center Gamification 122