Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. But, the phone was the primary channel. No other channel would have worked so well. No other channel would have worked so well. Time to call.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40