Uniphore

JANUARY 21, 2022

Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. In fact, research shows that more than 70 percent of members believe shorter hold times would improve their engagement.*

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Myra Golden

APRIL 11, 2023

This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. I really like Balto AI’s Real-Time Guidance.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NobelBiz

FEBRUARY 22, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” Shorter calls equate to more calls per agent and higher income.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers. AHT is an abbreviation for “Average Handling Time.” Shorter calls equate to more calls per agent and higher income.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52