Average Handle Time Books Contact Center Self Service 
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?
UJET
DECEMBER 10, 2020
Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Reduce average handle time. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
UJET
DECEMBER 10, 2020
Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Reduce average handle time. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison.
Playvox
AUGUST 25, 2022
As workforce management professionals, we know how one person can make a difference in providing timely service to our customers and hitting SLAs – or missing them completely. The book “ The Power of One ” goes into further detail regarding this concept. How to Ensure Contact Center Agents Understand Their Impact.
Bold360
OCTOBER 2, 2020
When customers call your contact center, call routing sends customers to the right department for their inquiry. Intelligent routing thus helps personalize the customer experience and expedite service. By the way, “call routing” can apply to any contact center channel, like live chat, messaging, or email.
UJET
NOVEMBER 3, 2020
AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents.
UJET
NOVEMBER 3, 2020
AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents.
Expert insights. Personalized for you.
117 
Let's personalize your content