TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR).

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Seaton CX

NOVEMBER 1, 2022

Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. Other times, they don’t understand how CX would help solve their particular problem, like reducing operating costs or improving Average Handle Time (AHT) in the contact center.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Considerable patience here is a required behavior and when you finally connect with a human being, enter the dreaded ID and verification phase of the journey where you’re asked for some personal identifier that proves that you are YOU.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Lithium

NOVEMBER 6, 2020

All-Ways Connected — Tealium. Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Khoros Marketing has helped AAA connect with members in a variety of ways over the past year. We can’t wait to see what you do in 2021.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Think Customers

AUGUST 18, 2021

Cloud contact centers provide many benefits, such as increased flexibility, cost savings, and the ability to support customers from virtually anywhere. Intelligent routing of calls can also improve customer experiences, average handle time, and call center agent performance.

Retail 52

Retail Strategy Self Service Average Handle Time 52

Lithium

NOVEMBER 6, 2020

All-Ways Connected — Tealium. Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Khoros Marketing has helped AAA connect with members in a variety of ways over the past year. We can’t wait to see what you do in 2021.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important. Having a product knowledge base handy often helps.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Pointillist

MARCH 1, 2019

Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important. Having a product knowledge base handy often helps.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Verint

SEPTEMBER 29, 2017

They Preach the ROI of CX. Because of his analytical nature, he immediately saw the connection between CX and loyalty and revenue, and he worked with me to demonstrate the connection to others. For example, many contact centers cite average handle time or first-call resolution as measures of success.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34