Tricia Morris

FEBRUARY 12, 2016

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. Registrants will receive a complimentary copy of the 2016 report.

Metrics 40

Metrics Measurement Self Service Customer Service 40

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Above all, ensure your software has the ability to scale to meet your growing needs – particularly at peak times such as the Christmas holiday season.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Team HGS

JUNE 14, 2017

In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. And average handle time (AHT) has been reduced to 477 seconds from 683 seconds. Here we dissect CX Trend No. Now mobile, messaging, and SMS have entered the scene.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. According to Microsoft’s 2016 U.S. Historically, the world of call center customer service has been all about the numbers. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem.

Customer Satisfaction 40

Customer Satisfaction Metrics Call Center Abandon Rate 40

COPC

AUGUST 4, 2016

And just as call duration and average handling times have fallen by the wayside as metrics for inbound calls, replaced by metrics that focus on customer satisfaction and first-contact resolution, ContactBabel expects the same to happen with outbound calls. Originally published in the June 2016 issue of CRM magazine. .

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

eBook 39

eBook Touchpoint Average Handle Time Insurance 39

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency.

eBook 28

eBook Touchpoint Average Handle Time Insurance 28

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

BlueOcean

JANUARY 26, 2016

Whether it is tackling the day-to-day challenges we face in the world of customer service and sales support (nailing that service level, getting average handle time down to a new low, setting new sales records) or going after the New Year’s Resolution-type big ticket goals (running that marathon, climbing that mountain, learning that new language,) (..)

Average Handle Time 149

Average Handle Time Contact Center Sales Course 149

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” You can also compare the total number of chats that your chatbot is handling on a periodic basis to track how your chatbot is growing.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Talkdesk

AUGUST 3, 2016

These include average handle time, replies per ticket and average first reply time. — JolitaSocial (@jolitasocial) July 27, 2016. This mammoth blog post puts customer satisfaction front and center. Do You Know Your Customer Effort Score? Lara Ponomareff || CEB Blogs. mMOQ21rlHD.

Metrics 40

Metrics Customer Service Net Promoter Score Effort Score 40

Bold360

DECEMBER 4, 2016

So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. 10 per inquiry!

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Michel Falcon Experience

MARCH 12, 2019

But then in 2016, I realized “I’m bored.” I had the longest average handle time in our hundred person call center, and the reason why is because when you call the phone for someone in the US, and the first words that come out of their mouth are “Michel? ” I was lonely, actually.

Culture 12

Culture Employee Engagement Company Engagement 12