Average Handle Time, Call Center Solutions, Engagement and Wait Times

When IVR meets Visual Assistance – Retaining the Lost Waiting Time

TechSee

JULY 17, 2018

Enabling image input into IVR shortens the entire process significantly: shorter average handling times (AHT), shorter call times, and best of all, an opportunity to wow customers. This visual data is loaded to the enterprise’s visual engagement system and assigned to the relevant case in the CRM.

Wait Times

Wait Times Self Service Meeting Call Center

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

JULY 9, 2019

However, contact centers should continue to finetune how they engage customers immediately, using voice recognition or simple IVR to determine the nature of their issue, for example. Wasted hold time. If customers must wait on hold, why not make good use of their time?

Call Center

Call Center Self Service Effort Score Contact Center

Customer Experience Update

When IVR meets Visual Assistance – Retaining the Lost Waiting Time

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

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