NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 0

Self Service Contact Center Average Handle Time Call Center 0

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 149

Self Service Contact Center Average Handle Time Call Center 149

CSM Magazine

DECEMBER 8, 2022

You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI). While setting goals, ensure they are measurable, attainable, and time-bound. Measure your CX metrics.

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

TechSee

JUNE 25, 2019

Biometrics refers to body measurements and calculations for the purpose of authentication, identification and access control. Customer Lifetime Value (CLV) is a measurement that tracks how valuable a customer is to a company over an unlimited time span. Customer Identification. Biometrics. Agent decision support.

Technology 122

Technology Customer Service Contact Center Gamification 122

Talkdesk

SEPTEMBER 18, 2020

Deliver better bot interactions Be it promoting self-service for a better experience or for reducing costs, bots help with simpler queries so agents can focus on strengthening relationships and handling complex customer queries. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

NobelBiz

APRIL 25, 2023

Companies must take concrete measures like automation, technology-driven service delivery models, and right-sizing staff numbers. Investing in employee training is a long-term strategy for reducing call center operating expenses. The average customer service rep salary in the US is around $35k per year.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75