Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 4: Enable The Knowledge Worker.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

ShepHyken

OCTOBER 1, 2023

In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. My Comment: For those in the customer support world, this article is for you. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time.

Customer Service 64

Customer Service Contact Center Average Handle Time Customer Service Strategies 64

West Monroe

JUNE 22, 2022

How well do your existing service experiences—such as direct research and surveying—address customers’ needs and preferences? Are your agents able to provide the best service possible? How well do internal knowledge management and service teams operate? KPIs are the heartbeat of service.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Think Customers

NOVEMBER 1, 2021

It’s a common part of many contact center calls: the transfer. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52