Innovative CX

AUGUST 10, 2021

While average handle time was a frequently used performance indicator for agents, it can be better used as a health metric. Longer handle times perhaps indicate an agent needs more training, shorter ones may indicate an agent’s accuracy level (a performance measurement) is at risk.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Playvox

APRIL 4, 2023

In service centers, the source of managers’ lack of connection with agents often stems from a lack of training. Automation has the added benefit of creating more time for personal engagement during feedback sessions. It’s also important to understand the best way to coach each team member.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Horizon CX

MARCH 19, 2022

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. This is usually a code or a PIN or something that you’ve long forgotten. December 2021.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? If you are a contact centre, it is time for you to move more of your team to video based live engagement. That’s exactly what AI will kill.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

ShepHyken

SEPTEMBER 22, 2020

Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion. Not being able to connect with customers is a pain point.

Self Service 15

Self Service Call Center Omni-Channel Average Handle Time 15

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. Providing your customers with a highly efficient post-sales and service experience.

Contact Center 96

Contact Center Self Service Resources Average Handle Time 96