CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The research revealed that 88% of customers agreed with this statement and that 43% of them still prefer non-digital channels. Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

NobelBiz

AUGUST 28, 2023

Embrace modern solutions that streamline operations and ensure smooth communication across channels. Artificial Intelligence Integration : AI can easily handle routine inquiries, freeing up agents to focus on more complex interactions and enhancing response times. Now, let’s move on to the next villain on the list. The answer?

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Bold360

DECEMBER 4, 2016

Once you’ve reviewed last year’s numbers and have a decent estimation of this year’s incoming traffic, you’ll want to consult your IT provider and make sure your system is equipped to handle the anticipated increase in users. If that’s not enough to convince you, well then there’s the average correspondence fee of $.10

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

NICE inContact

OCTOBER 15, 2019

Your contact center softwareacts as your single source for customer interaction data across all your channels. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length. Integrated softphone and click-to-dial capabilities from within the CRM reduce agent friction and effort.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

LiveChat

AUGUST 26, 2016

Offering help through multiple channels. Businesses often forget that the channels they’ve set up will be used by customers to get help. In the eyes of the customer, the channel they like the most is the channel they will use to get something sorted out. Definitely not something you want to experience as a customer.

Customer Service 52

Customer Service Multi-Channel Customer Satisfaction Customers 52