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.

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.

Coaching — Medicine for the Contact Center

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However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics.

New Ways to Think About Contact Center Quality Monitoring

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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.

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.

7 Contact Center Glossary Terms You Need to Know

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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.

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

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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

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“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.

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.

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.

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.

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

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.

Study: The Health of the Contact Center

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.

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.

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.

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

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.

How are Omnichannel and Artificial Intelligence Changing Quality Management?

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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.

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.

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.

New KPI Metrics in the Era of Self Service


Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Customer care center metrics in the era of self-service clearly require a different approach.

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.

Inbound and Outbound Converge in the New Contact Center


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. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.

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.

Visual Automation: Boost Agent Productivity with Smart Eyes


But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Bringing visual automation to contact centers.

AI Customer Service: Today’s Most Transformative Technologies


In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. Contact Center workload management.

“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs

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If you are a call center manager, you likely ask these questions on a regular basis. Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Average Handling Time. “How efficient are we?