CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Bold360

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. Add a Chatbot. The backstory is illuminating across industries.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

UJET

DECEMBER 10, 2020

Virtual Agents can interact with customers via text (chatbots, SMS, or email) or intelligent voice automation (IVA). Virtual Agents are often used to verify a customers’ identity, help a customer place an order, or direct a customer to the correct human agent (among myriad other tasks). Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Virtual Agents can interact with customers via text (chatbots, SMS, or email) or intelligent voice automation (IVA). Virtual Agents are often used to verify a customers’ identity, help a customer place an order, or direct a customer to the correct human agent (among myriad other tasks). Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

GlowTouch

JULY 10, 2020

In addition, integrating live chat into your support strategy allows for the possibility of chatbot integration at a future date — another excellent way to reduce the volume of routine support tickets through automation. Reduced resolution time means reduced costs. A certified Woman-Owned Business and six-time Inc.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52