Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans.

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

Playvox

DECEMBER 5, 2022

I recommend adopting a similar auditing practice in your contact center to make sure you stay a step ahead of avoidance issues. Review short handle times or average handle time. The agent will typically show a shorter handle time than their peers. Actions: Review hold time reports.

How To 52

How To Contact Center Policies Average Handle Time 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52