Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Scaling up and down with seasonal call fluctuations is a snap.

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

Coaching — Medicine for the Contact Center

NICE inContact

Just calling to let you know your results came back and your levels are too high. However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The best QM and PM programs in the world won’t drive improved results if agents aren’t receiving effective coaching — the medicine of the contact center.

Intraday Management — GPS for the Contact Center

NICE inContact

For example, leveraging 40+ advanced patented algorithms and machine learning, CXone Workforce Management Pro can deliver the most accurate predictions of future call volume and create optimized schedules accordingly. The forecaster couldn’t predict that your company’s online ordering platform was going to crash this morning, causing a huge influx of unexpected calls! For more ways on how to elevate your contact center, check out these resources.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. in time to support the critical tax returns period, eGain Virtual.

Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. But even if calls are not fully contained, which is known as partial automation, there are still great benefits.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud Contact Center – Cloud computing… applied to the contact center.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated.

Call center training time comes down with these 7 technologies


Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. Real-time self-monitoring.

Quantify your Contact Center Success with CCaaS and KPIs

NICE inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

The Future of Intelligent Decision Support Systems in Contact Centers


These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

NICE inContact

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well.

What is Call Center Performance Management?


Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. The post What is Call Center Performance Management?

Omnipresent Contact Center Agents in the Age of Instant Gratification

NICE inContact

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

What is Call Center Shrinkage and How to Reduce It


Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift?

How to Improve Call Center Customer Satisfaction (CSAT)

NICE inContact

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? In most cases and for most centers, there is no single answer to that. Handle Customer Contacts Fast.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center


Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Add Mindfulness to Your Contact Center WFO and IVR Strategies


You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Value-Driven Knowledge Management: Introducing a New Model


This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Stop Thinking About Your Contact Center as a Cost Center


Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. That’s because the cost-center approach ignores the role the contact center can play in driving revenues to the organization.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE inContact

This is the first of four ways that virtual agents are automating the contact center. By comparison, natural language capabilities help to more directly and accurately capture caller intent and route the call accordingly, making the conversation a more seamless and quick experience. You’re probably familiar with the process – you call a company’s customer service line and get a single word command menu that prompts you for a word describing your need.

What is Call Center Average Wait Time and 3 Ways to Reduce It


“Your Call Is Important To Us” When your customers hear that, do they really believe it? Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?


In the contact center business, empathy is our bread and butter. We go to great lengths to reduce this stress, but call volume spikes and peak seasons – even as carefully as we predict, plan for, and respond to them – are a strain on our agents, coaches, and managers.

Full Speed Ahead with Analytics and Automation


They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. Speech helps the team automatically discover and analyze words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. These calls had the highest average handle time (AHT)—more than 19 minutes per call.

Three Simple Ways to Show Your Customers Some Love


This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Customer care extends far beyond the traditional call center. Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place.

ROI 56

5 Must Haves for the 2019 Call Center


The “future call center” is no longer just an abstract theory. AI, machine learning and automation have brought the future to the present and call center leaders who want to keep their businesses competitive in today’s economy must adopt the technology that will enable them to provide truly innovative customer experiences. How to Cultivate an Agent-First Attitude Agents are the front lines of your call center. Call Center

How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers. Contact Center

How to Get Actionable Insight from your Contact Center Reporting


One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. It’s the same for contact center reporting. In particular, it will help your call center establish smarter volume forecasting.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Top Priorities in Customer-Centric Contact Centers


Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Call Center Staffing: How Many Agents Do You Need?


For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. Calculating call center staffing levels isn’t as simple as dividing the number of call minutes per day by hours in the day.

Are You Using All That Workforce Optimization Has to Offer?


Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!


Contact center management is a difficult job. Therefore, in a throwback to the days of David Letterman, in reverse order, here are my Top 10 Contact Center Management Mistakes that should be avoided. They will not however focus on ensuring those customers STOP calling.

How to Avoid the Headaches of Digital Customer Service Integration

NICE inContact

Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software. NICE inContact customers have reported: 61% sale conversion rate 70% reduced resolution time 90% higher CSAT 300% scaled operations with no additional headcount. Time is money, right? This means set-up times must be quick, scaling has to be easy, and training has to be short.