Improve AHT: here’s how top contact center decision makers do it


Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

After Call Work – Why it Matters and How to Ensure it’s Done Right


Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers.

How to reduce Average Handling Time and improve quality


Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Share knowledge through best templates A large proportion of consumer questions are asked multiple times, by a number of people.

Creating a collaborative contact center culture


The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. interactions. complex over time.

New Ways to Think About Contact Center Quality Monitoring

NICE inContact

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits.

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner


Outsourcing Content and Ad Review to Your Contact Center. Essentially, content review is just a different kind of customer contact. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud Contact Center – Cloud computing… applied to the contact center.

How to Cash in on Contact Center Failures

NICE inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Next Issue Avoidance – How contact centers can preempt follow-up calls


Contact centers are perfectly placed to predict imminent customer queries. By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts. Reconsider time-based KPIs.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. in time to support the critical tax returns period, eGain Virtual.

Computer Vision AI: The Secret Ingredient for Contact Centers


Today’s contact centers face a daunting challenge. Computer Vision AI – Reinventing the Contact Center. Live video calls through which contact center agents assist customers with their issues is the perfect environment for computer vision to demonstrate its worth.

Quantify your Contact Center Success with CCaaS and KPIs

NICE inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

NICE inContact

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting.

The Future of Intelligent Decision Support Systems in Contact Centers


These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

How to Get Actionable Insight from your Contact Center Reporting


One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. It’s the same for contact center reporting. In particular, it will help your call center establish smarter volume forecasting.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center


Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand.

ROI 56

Stop Thinking About Your Contact Center as a Cost Center


Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. That’s because the cost-center approach ignores the role the contact center can play in driving revenues to the organization.

Full Speed Ahead with Analytics and Automation


They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. These calls had the highest average handle time (AHT)—more than 19 minutes per call. The primary KPIs on the agent scorecard include available time , time in adherence to schedule , revenue per hour and total average quality score.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!


Contact center management is a difficult job. Therefore, in a throwback to the days of David Letterman, in reverse order, here are my Top 10 Contact Center Management Mistakes that should be avoided. As a call center manager, you absolutely need to have a training plan.

Are You Using All That Workforce Optimization Has to Offer?


Use Automated Quality to Evaluate Interactions. The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc., Develop Rich Interactions with Attended Automation. These software robots can also automatically complete portions of the work for them, reducing the time spent to get that work done. Enhancing what you have to deliver better experiences.

Halloween Horrors: Monsters that Cause Call Center Attrition


As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Ghost calls plague contact centers of all sizes, driving agents to distraction.

Most Popular and Powerful Combination for Your Contact Center Today: Salesforce + CXone

NICE inContact

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place.

Top Priorities in Customer-Centric Contact Centers


Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

NICE inContact

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Your contact center softwareacts as your single source for customer interaction data across all your channels. Integrating also enables you to triage interactions or provide tiered levels of service.

Please hold, this contact center isn’t ready to deliver breakthrough CX


Find out how making the right investments in your service center culture can turn yours from a necessary cost center into a key brand loyalty driver. In fact, 78% of customers say a single interaction with a contact center has changed the way they feel about a brand.

How to Measure Success in the Contact Center


Companies have adopted new technologies in their contact centers to support a more customer-first approach. Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible.

The evolution of contact center performance


Date: Monday, September 28, 2015 The evolution of contact center performance. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals.

RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23


23 to discuss how established enterprises can turn their contact centers into profit centers by optimizing conversations, training agents and utilizing augmented intelligence.

A Cheat Sheet for Innovative Contact Center Metrics


Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

Meeting the needs of contact center agents


Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center Agent Performance: No Room for Sacrifices


A business, in their eyes, could either emphasize fast, transactional interactions or elaborate, emotionally driven conversations. They absolutely do expect speedy, frictionless interactions that produce resolutions on the first contact. Call Center

Secrets to Incredible Customer Service with Paul R. Jones


When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. Every front desk agent is challenged to write a “WOW statement” every day about an awesome customer interaction.

10 Tips for Connecting with Customers Emotionally

NICE inContact

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.)

10 Call Center Mistakes to Avoid when Striving for Effortless Experience


In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

Call center training time comes down with these 7 technologies


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. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. Real-time self-monitoring.

Are You Using 1999 Metrics to Measure 2019 Customer Care?


It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset.

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology


Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.