BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

VDS

SEPTEMBER 17, 2020

Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. Intelligent Virtual Agent (IVA).

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

NICE inContact

NOVEMBER 16, 2018

But there are dozens of other processes in which agents collect information from a customer over the phone, and these calls aren’t just long, they’re expensive. These repetitive calls often come in high volumes, but are low-value, tedious conversations that simply bog down live agents.

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. Not only are cold transfers frustrating for customers who have to repeat themselves, but they also are the cause of large expenditures within call centers. fewer calls being transferred to live agents.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120