Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Think Customers

MARCH 2, 2023

Myron shared more 2023 IT Enterprise Insights findings that quantify spending plans in AI-powered solutions such as social listening/ticketing, digital customer contact analytics, and intelligent call routing. Understand the why—and the what Call centers need to examine reasons why customers engage in the first place.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. There are three levels where a company may be at in their roadmap to customer optimization. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. There are three levels where a company may be at in their roadmap to customer optimization. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

NobelBiz

AUGUST 28, 2023

Multichannel Maze According to CustomerThink , a noteworthy 40% of organizations are cranking up the dial on self-service IVR software, making it crystal clear that omnichannel self-service is taking pole position in the call center’s roadmap to the future. Omnichannel Is Becoming Mainstream: Don’t Get Left Behind!

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SuiteCX

OCTOBER 24, 2016

CREATED A ROADMAP WITH SHORT, MEDIUM, AND LONG TERM PROJECTS. Through our analysis, we determined that we could much better service customers calling into our call center with two levels of support – level 1 (for simple, quick queries) and level 2 (for more complex, time consuming questions). opt out rate.

Call Center 100

Call Center Average Handle Time Customer Journeys Roadmap 100