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Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.

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Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 But the Houston-based company was losing sleep over its two contact centers. As the leading specialty bedding retailer In the U.S., billion in annual sales (2016).

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How To Manage The Average Handling Time (AHT) For Contact Centers?

NobelBiz

The average call handling time (AHT) is widely used to assess the efficiency of individual customer care representatives and the overall performance of the company. The post How To Manage The Average Handling Time (AHT) For Contact Centers? How is the AHT calculated? Find out more in our article!

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Benchmarks: What We’re Seeing For Average Handle Time and First Resolution Time in Q2 & Q3 2020

Kustomer

Many companies have been focused on this window of time as it relates to their performance in a post-COVID world. While there are several metrics that I could have focused on for this project, I chose to spotlight two: First Resolution Time and Average Handle Time. Marketplace. minutes for the same metric.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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TechSee Brings Computer Vision AI and Augmented Reality Service Automation to Amazon Connect

TechSee

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. home builders, and 5 of the top 10 global smart home automation companies. and Madrid. For more information, visit www.techsee.me

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

CSAT measures how satisfied a customer is with a specific product, service, or interaction, or the company as a whole. with your company, its products, services, and interactions. Companies can calculate CSAT as an average of the 1-5 responses, or by focusing on the 4-5 responses (which we recommend).

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.