ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time Call Center Knowledge Base Virtual Call Center 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional.

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Contact Center Omni-Channel Multi-Channel Self Service 98

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

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Connections Contact Center Average Handle Time First Call Resolution 206

SaleMove

JULY 21, 2023

By implementing a holistic interaction platform, insurance companies can improve KPIs like first call resolution and average handle time, reducing operating costs. The post Deriving Value from the Insurance Contact Center appeared first on Glia Blog | Digital Customer Service Explained.

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Contact Center Insurance Average Handle Time First Call Resolution 52

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

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Contact Center Self Service Average Handle Time First Call Resolution 121

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

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Contact Center Average Handle Time First Call Resolution Measurement 154

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

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Contact Center Net Promoter Score Average Handle Time Effort Score 186

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?

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Contact Center Multi-Channel Average Handle Time Omni-Channel 72

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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Contact Center Average Handle Time Study Feedback 78

NICE inContact

FEBRUARY 13, 2018

During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. With good cloud-based contact center solutions, implementing agent screen pops have never been easier. Average Handle Time.

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Contact Center Average Handle Time Engagement Wait Times 122

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

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Contact Center Policies Guidelines Average Handle Time 74

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

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Contact Center Gamification Training Chatbots 84

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

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Contact Center Measurement Call Center How To 74

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

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Interaction Analytics Call Center Contact Center 98

NICE inContact

NOVEMBER 14, 2018

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s. Here is a quick example.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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Contact Center Culture Self Service Average Handle Time 117

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

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Contact Center Self Service Video Average Handle Time 174

Playvox

JUNE 21, 2022

The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. Workforce management (WFM) continues to be one of the most important contact center productivity tools. What is Workforce Management Software?

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Contact Center Software Self Service Average Handle Time 74

Eptica

JULY 4, 2018

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. You can then provide it to all of them ‘in one go’, personalized by name, saving time without impacting the service provided. Published on: July 04, 2018.

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Average Handle Time How To Knowledge Base Contact Center 49

Playvox

DECEMBER 13, 2022

Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.

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Interaction Contact Center How To Self Service 84

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

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Contact Center Measurement Customer Experience Net Promoter Score 88

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? CSAT = (number of positive responses / the total number of responses) x 100.

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Contact Center Call Center Management Gamification 52

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

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Contact Center Technology Self Service Average Handle Time 98

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

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Contact Center Tips Sports Average Handle Time 69

BlueOcean

NOVEMBER 13, 2019

Outsourcing Content and Ad Review to Your Contact Center. Essentially, content review is just a different kind of customer contact. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores. Looking to get content review off your hands?

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Contact Center Average Handle Time Policies First Call Resolution 120

Playvox

DECEMBER 16, 2021

Is gamification the right choice for your contact center? Employee engagement is one of the most challenging aspects to master in the contact center. Gamification works well within a contact center environment as it leverages a number of game mechanics that workplaces can use to keep employees engaged and focused.

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Gamification Contact Center Average Handle Time Employee Engagement 79

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. But what mix of live agents versus AI is best for your business? It’s our thing.

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Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

AUGUST 15, 2016

One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. It’s the same for contact center reporting. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting.

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Contact Center Report Average Handle Time First Call Resolution 120

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. Improve AHT with a customized blend of KPIs.

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Contact Center Average Handle Time Self Service Net Promoter Score 95

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.

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Contact Center Call Center How To Multi-Channel 105

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.

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Contact Center Net Promoter Score Effort Score Metrics 77

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

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Contact Center Call Center Knowledge Base Customer Satisfaction 52

Playvox

MAY 4, 2023

My interactions with the fruit seller were authentic and friendly, and he answered all my questions. Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions.

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Contact Center Customer Expectations Meeting Self Service 52

Upstream Works

JULY 6, 2022

With so much technology change, this is hard to do, but the stakes have never been higher for contact centers. Artificial Intelligence (AI) application integrations hold great promise, but remain poorly understood by contact center leaders and is overhyped by vendors. Decision-Makers’ Resistance to AI.

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Contact Center Self Service Average Handle Time Fashion 78

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

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Contact Center Strategy Call Center Multi-Channel 52

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

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Contact Center Self Service Management Abandon Rate 73