ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration. There are ways around this!

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Interactions

MAY 20, 2021

However, it’s impossible to know what these brands should expect. Not to mention, as consumers flock back to their regular vacation plans, brands have a key opportunity to create lasting loyalty for years to come. We put together three best practices to help guide brands as they navigate this transition period. .

Hospitality 62

Hospitality Travel Brands Self Service 62

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Interactions

FEBRUARY 11, 2021

After all, the number one priority for a brand is to build relationships, whether it’s supporting current customers or courting new ones. Brands should also take this sage advice to heart when engaging with their customers. Today, many brands offer automation to help their customers get things done and decrease costs.

Brands 71

Brands Average Handle Time eBook Technology 71

Uniphore

JANUARY 21, 2022

By automating mundane tasks—like manual data entry and after-call work (ACW)—conversational automation can eliminate lengthy hold times and time-consuming call summarizations, freeing employees to focus more on what matters: member experience. Just how much can conversational automation improve employee efficiency?

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Your agents represent your brand. Two words: customer experience.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Your agents represent your brand. Two words: customer experience.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

Interactions

DECEMBER 9, 2022

Five million dollars is the average cost per breach involving a remote worker (IBM Security, Cost of a Data Breach Report 2022). We’ve seen major brands impacted by this at a much larger scale. And this comes at a huge cost to your company. How do we solve this problem?

Average Handle Time 118

Average Handle Time Contact Center Banking CRM 118

Upstream Works

NOVEMBER 19, 2020

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise. This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

BlueOcean

MARCH 13, 2023

AI and Contact Center Data As more contact center tasks become effectively automated, the need for personalization is paramount to protecting a company’s brand and customer relationships. And that’s one of the biggest benefits of ChatGPT-style AI.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

NobelBiz

SEPTEMBER 15, 2021

Voice is changing – average handle time is going up and calls are becoming more complex. Add in our previous report on consumer behavior that said 80% of customers engage with brands on social media , and we’re looking at one of the starkest and game-changing shifts in the history of call centers.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

TechSee

NOVEMBER 10, 2020

At the same time, they must ensure that the initiative does not compromise the quality and efficiency of the brand’s service or lose focus on the ultimate goal of ensuring a positive customer experience. When agents can verify with their own eyes that the issue has effectively been resolved, FCR improves.

Self Service 207

Self Service Customer Service How To Contact Center 207

NICE inContact

SEPTEMBER 5, 2018

It not only helps your organization better deliver its brand promise by contributing to a positive customer experience, but quality can also help lower operating costs. Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

Eptica

JANUARY 9, 2019

How to reduce Average Handling Time and improve quality In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience. Why brands need to focus on conversational CX platforms Talk of AI is everywhere, but where will it deliver real value?

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Magellan Solutions

APRIL 3, 2024

We’re talking about creating a seamless, on-brand experience for your customers, whether they’re chatting with your in-house team or the BPO chat agents. You have to invest time and resources into training those BPO chat agents on everything—your products, services, company culture, you name it. Consistency is key, folks!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Call Experts

APRIL 14, 2022

If a customer has a good experience with your brand, they’re more likely to continue doing business. This article will dive into the critical metrics of a contact center like average speed to answer, handling time, first call resolution, quality assurance, and more. Handling Time.

Call Center 98

Call Center Metrics First Call Resolution Average Handle Time 98

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

FEBRUARY 1, 2022

” Most brands don’t make it easy for customers to find answers. Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. This is not on purpose.

Self Service 69

Self Service Average Handle Time Knowledge Base Chatbots 69

ShepHyken

JANUARY 11, 2022

Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr , a company that is redefining the way brands deliver CX. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources.

Average Handle Time 67

Average Handle Time Omni-Channel NPS Metrics 67

CSM Magazine

SEPTEMBER 29, 2022

In order to best service the increasing number of calls, Infinity recommends that utilities providers take the following steps: Upskill Call Agents : brands should consider investing in tools that can give them real-time insights into how call agents are handling calls.

Data 52

Data Average Handle Time Telecommunications Automotive 52

Magellan Solutions

MAY 21, 2023

Are you ready to make your brand more appealing to diverse customers ? Outsourcing bilingual answering services can also help save you money, effort, and time. Think about the time consumed from hiring and training in-house employees to managing customer service inquiries in multiple languages.

Meeting 98

Meeting Call Center Average Handle Time First Call Resolution 98

NICE inContact

JULY 12, 2019

What was once a trend among tech-savvy brands is now a necessity for everyone who wants to grow their business. First Response Time (FRT) and Average Handling Time (AHT) are the dominant KPIs in many contact centers, with agents judged on how quickly they respond to customer queries.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

Eptica

OCTOBER 16, 2018

Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail.

Report 68

Report Self Service Average Handle Time Contact Center 68

eGain Blogs

APRIL 10, 2023

Media and legal services giant deflected 70% of requests for email and chat customer service with knowledge-powered self-service Hypergrowth digital-only retailer deflected up to 90% of their incoming requests for human-assisted digital service with knowledge-guided digital self-service, including virtual assistance, across multiple brands 2.

Self Service 52

Self Service Management Contact Center Average Handle Time 52

Kustomer

DECEMBER 15, 2021

We always advocate for our clients to reimagine their customer experience when they are configuring Kustomer, and the customer has seen a decrease in average handle time (AHT) since agents no longer have to hunt to find the fields that are relevant to their issue. The feedback from agents and managers alike has been incredible.

Average Handle Time 98

Average Handle Time Customer Experience Brands Report 98

BlueOcean

AUGUST 15, 2016

Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting. A data-driven customer experience strategy increases the value of your brand, the loyalty of your customers, and the strength of your word-of-mouth marketing.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. KPIs tend to drive the style of customer care a brand provides.

Connections 149

Connections Tips Social Media Multi-Channel 149

Kayako

MARCH 29, 2019

Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. You can gauge first response times, average handle times, customer feedback scores… the sky’s the limit.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

Playvox

JANUARY 24, 2022

You’ll be able to create happy, loyal customers who want to spend more money with you, while at the same time enjoying positive brand equity and a lower customer acquisition cost. Contact centers play a pivotal role in this equation because interactions are frequently the human face of the brand to the customer.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

CSM Magazine

AUGUST 30, 2022

But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. And, because calls are transcribed in real-time, there’s no need for advisors to take notes.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

TechSee

DECEMBER 16, 2020

Being able to streamline and simplify processes has optimized services and given Hippo an operational edge with increased first contact resolution (FCR) and net promoter score (NPS), reduced claim life cycle, and decreased average claim handling cost. Acuity Brands.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

GlowTouch

NOVEMBER 21, 2022

But when your value proposition is built on being a lifestyle brand rather than an eCommerce company, this distinction can get blurred. That’s where we came in as the first-ever outsourced customer support provider in the brand’s history. First, the obvious: an online interaction is not the same as a face-to-face transaction.

First Call Resolution 52

First Call Resolution Apparel Average Handle Time Ecommerce 52

CSM Magazine

NOVEMBER 14, 2023

Changing Role of the Agent The reason for this paradox is when technology removes a large portion of administrative tasks from humans, agents must adapt to embrace increasingly complex customer inquiries, becoming true brand guardians with the power to influence corporate perception, enhance loyalty and boost profits.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Reduce second-time calls with better FCR. ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self Service Strategy Contact Center 196

CSM Magazine

DECEMBER 8, 2022

In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand. As every brand action affects customer perception directly or indirectly, building a strategic CX plan will ensure a consistent brand experience and help retain customers.

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52