Bold360

OCTOBER 2, 2020

Today’s customers typically prefer digital engagement channels like chatbots for faster issue resolution. When customers call your contact center, call routing sends customers to the right department for their inquiry. By the way, “call routing” can apply to any contact center channel, like live chat, messaging, or email.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40