BlueOcean
OCTOBER 6, 2020
Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Whether it’s from self-service to live chat to phone or some other combination, the reality is that the wider your omnichannel offering, the more complex the customer journey.
NobelBiz
SEPTEMBER 15, 2021
Voice is changing – average handle time is going up and calls are becoming more complex. The survey was conducted between May and June 2020. Power report speculates that Average Handle Time went up because of agents’ and customers’ needs to socialize more. Interesting, isn’t it? The result?
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Uniphore
DECEMBER 17, 2021
Automate common, repetitive inquiries with personalized self-service via an omnichannel intelligent virtual assistant (IVA), supporting voice, web, and mobile channels, to offload interactions while accelerating resolution. Source: “3rd Annual Optum Survey on AI in Health Care,” Optum, October 2020. AI Adoption in Healthcare.
TechSee
JUNE 25, 2019
In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans. Success lies in full transparency and comprehensive reporting that ensures a fair competition, which can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions.
Think Customers
AUGUST 18, 2021
At the 2020 National Retail Federation , on the eve of the pandemic, our writers noted that the future of retail was about removing barriers. Optimize the cloud for omnichannel support. Shopping channels are no longer static—customers can switch from voice, to chat, and messaging in just one interaction.
GlowTouch
JULY 10, 2020
Reduced resolution time means reduced costs. While the industry-standard average handle time (AHT) for phone interactions is 6 minutes and 3 seconds , most live chat issues get resolved in 42 seconds or less — a huge difference! How to Select the Right Customer Support Channels for Your Company. Reduced Costs.
Comm100
JANUARY 14, 2020
It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel? Reduced costs.
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