Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Eptica

JANUARY 10, 2018

Agents handling telephone calls simply type in their query, and receive tailored information from the knowledge base, while emails are automatically analyzed using Eptica’s Natural Language Processing technology , which provides agents with relevant template-based answers that they then personalize. Share this page on: Tweet.

Customer Experience 49

Customer Experience Average Handle Time Knowledge Base Case Study 49

Natalie Petouhof

SEPTEMBER 12, 2018

Reduce Average Handle Time (AHT). MIT Sloan and BCG Study, 2017. List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Increase First Contact Resolution (FCR).

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time. billion in 2017 to $10.4

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time. billion in 2017 to $10.4

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Team HGS

AUGUST 22, 2017

After a review of the vast benefits of a bots-brains approach—including improved average handle time (AHT) and response time, lessening of Tier I labor, and improved CSAT, Lauren took on pressing questions from our attendees. Wed, 08/23/2017 - 11:53. LEAVE A COMMENT. automation. Customer Experience.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 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. Brownell will be hosting the Implementation workshop at Clarabridge’s customer experience event, C3 , in London on 10 th October 2017.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 billion worldwide by 2025, with a CAGR of 22.9 Face and voice recognition. High-level data analysis. Process improvements.

Technology 122

Technology Customer Service Contact Center Gamification 122

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Verint

SEPTEMBER 29, 2017

For example, many contact centers cite average handle time or first-call resolution as measures of success. When we looked at our customer data, we knew that what’s important to our customers within our particular business model is issue resolution time. This blog originally ran on Customer Think on July 27, 2017.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Smith+co CX

DECEMBER 12, 2016

How often have you heard “The only way we can improve the quality of individual call (email/chat) transactions is to increase average handling time, and we can’t do that as our costs will rise.”. Many contact centre managers believe that efficiency and quality are opposing forces. Try telling that to a manufacturer!

Management 28

Management Average Handle Time Culture Call Recording 28