CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

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

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon Rate 67

Abandon Rate Customer Experience Healthcare Contact Center 67

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

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Contact Center Gamification 122

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. But forming a competitive strategy doesn’t need to be complex or require Ivy League consultants. First Contact Resolution.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Magellan Solutions

MAY 23, 2021

Having your own inbound call center services provide tons of benefits for your company. That is why more than 60% of US companies are outsourcing their services to offshore countries. However, there are a lot of contact center services to choose from. Offer self service IVR for your customers.

Call Center 52

Call Center Social Media Entertainment Ecommerce 52

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Oracle

NOVEMBER 23, 2020

The 2020 Thinker Award winner Infosys , a global leader in next-generation digital services and consulting, helped one of the nation’s oldest and largest banks as they began their digital transformation journey. The bank improved operational efficiency in its branches and its contact center, resulting in significant cost savings.

Innovation 75

Innovation Customer Service Banking Self Service 75

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Pointillist

MARCH 1, 2019

Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels. Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels. Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Is Generative AI for Service Too Good to Be True? In a word, maybe.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124