NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

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. Contact center leaders must understand how the criteria for CX has changed with the pandemic. Meeting the New Criteria for Customer Experience.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. AHT has dominated contact center measurement for decades. Companies have two options: speed or quality. Quality versus Quantity.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Innovative CX

JANUARY 30, 2020

So, we turned away from one-to-one relationships in exchange for large consolidated contact centers. The centers focused on adhering to average handle time targets and the processing of orders and inquiries as quickly as possible. Use technology to enhance the experience rather than minimize it.

Customer Service Representative 52

Customer Service Representative Training Customer Service Chatbots 52

NobelBiz

FEBRUARY 15, 2023

An example of this would be creating training videos on using a social media solution to engage customers and potential customers or in case of a video, making the video available for employees to watch before going into customer contact. In other words, you have 3 important components to a true call center omnichannel solution.

Call Center 52

Call Center Communication How To Omni-Channel 52

Oracle

OCTOBER 1, 2019

No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose. Remember that time you ordered the perfect gift online and the entire process took less than 3 minutes to complete? Do you recall that feeling of efficiency and accomplishment?

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74