Uniphore

JANUARY 21, 2022

A leading health insurance brand recently reduced its average handle time (AHT) by 20 percent and its ACW by a whopping 80 percent by implementing Uniphore’s AI-powered agent assistant platform, U-Assist. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

Stella Connect

DECEMBER 2, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Time Is Money for You—and Your Customers. . #2: 2: Time Is Money for You—and Your Customers. 3: Overall time and effort needed to resolve an issue. #4: 4: Personalized communication and resolution. #5:

Trends 52

Trends Customer Service Data First Call Resolution 52

Stella Connect

NOVEMBER 2, 2021

Compared to last year, estimates suggest holiday shopping in 2021 will increase by at least 7%. Be less concerned with average handle time, and bring your focus to first call resolution (FCR) as this metric is connected to nearly all other KPIs. #4. Make Policy Exceptions When Appropriate.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

CSM Magazine

OCTOBER 6, 2021

Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. Once they identified the root cause behind agents underuse of the GPS tool (lack of training, misconception on time taken to use the tool), contact centre leaders were able to partner with the training team to re-launch the GPS tool kit.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

NobelBiz

FEBRUARY 22, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” But how do you tell whether they’re actually working?

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52