ViiBE Blog

AUGUST 19, 2020

Average handle time, customer satisfaction, first contact resolution, and repeat calls are just a few of the metrics that companies can measure when managing and reviewing their call centers. Companies can facilitate this by collecting feedback and providing knowledge management tools in the same location. Want to learn more?

Call Center 52

Call Center Average Handle Time Case Study Guidelines 52

NobelBiz

JANUARY 16, 2024

They include interactions, through text messages or emails. They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. A live chat interaction. Get your agents thinking about, and practicing empathy. So what can be done to prevent this?

How To 114

How To Average Handle Time Training Software 114

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. A live chat interaction. Get your agents thinking about, and practicing empathy. So what can be done to prevent this?

How To 100

How To Average Handle Time Training Software 100

Magellan Solutions

JUNE 12, 2021

For offshore call center services , speech analytics is a tool to understand the following: Voice interactions converted to text. What interaction or conversation led to that . To get each interaction right from the start is a key step in order to ensure a pleasant customer journey. . Click to chat. Social media. Satisfaction .

Call Center 52

Call Center Analytics Self Service Multi-Channel 52

Magellan Solutions

AUGUST 1, 2021

They engage in one-on-one personal interactions with clients and that matters a lot. Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Average Handle Time. Average Time in Queue.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. To gain buy-in for this type of interaction in a social customer service program, executives need to show senior leaders a viable business case.

ROI 45

ROI Social Media Airlines Customer Service 45

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Magellan Solutions

MARCH 14, 2023

But the stark reality is that a 100-seat contact center with 10% absenteeism will only have an average of 90 seats occupied at any one time. This is due to fewer agents available to handle customer interactions, wait queues tend to increase and agents are put under pressure to spend less time on each call.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

Magellan Solutions

AUGUST 4, 2021

But the stark reality is that a 100-seat contact center with 10% absenteeism will only have an average of 90 seats occupied at any one time. This is due to fewer agents available to handle customer interactions, wait queues tend to increase and agents are put under pressure to spend less time on each call. .

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

CSM Magazine

FEBRUARY 21, 2024

The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences. This implementation showcases the immense potential of human-centric digital transformation to drive meaningful progress.”

Groups 52

Groups Communication Average Handle Time Case Study 52

Natalie Petouhof

AUGUST 13, 2015

One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. Operationalizing Social Customer Care on Twitter. I grew up in Detroit and worked for GM many, many years ago.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Eptica

JANUARY 10, 2018

And with people increasingly wanting to interact with them through digital channels they also have to embrace new technology and new ways of communicating. By using Eptica, BCC has cut average handling times for email by nearly a third and is answering over 98% of emails within the Council’s SLA.

Customer Experience 49

Customer Experience Average Handle Time Knowledge Base Case Study 49

RapportBoost

DECEMBER 10, 2018

Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction. A multi-channel contact center is one that allows agents to interact with customers over several communication channels, where each channel operates in isolation.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

Kustomer

JULY 8, 2021

Hot Take: How Artificial Intelligence Promotes Human Interaction. Interactions like this help the customer to feel listened to. With the endless possibilities facing the world of CX, one can’t help but imagine a time where agents and AI work together to handle customer situations. Tune into the episode to learn more.

Contact Center 98

Contact Center Self Service Examples Consumers 98

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to have a conversation with you and this is where I’m going to ask you to really think about the behaviors of your customers and anyone that interacts with your brand. I didn’t want to write the book until I had case studies in my own right. It could be any, anyone that interacts with your brand.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60