InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Your agents represent your brand.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Your agents represent your brand.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

Think Customers

NOVEMBER 1, 2021

It’s a common part of many contact center calls: the transfer. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Performance Reporting Real-time performance reporting equips management with instant updates on various KPIs.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

ViiBE Blog

APRIL 8, 2021

The call center experience is the overall interaction between the customer and the call center. A call center must center an agent around the customer using communication skills, empathy, and problem-solving. How do you describe a call center experience? The evolution of the call center experience.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52