COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

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. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time. Just fix it right the first time.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time. Just fix it right the first time.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Call center training priorities. On-the-job learning. We all learn best through practice – not theory. See the bigger picture.

Call Center 117

Call Center Training Technology Gamification 117

eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations.

Management 52

Management Contact Center Self Service Average Handle Time 52