eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

COPC

AUGUST 4, 2016

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. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations.

Management 52

Management Contact Center Self Service Average Handle Time 52

CSM Magazine

NOVEMBER 14, 2023

The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%). Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

RapportBoost

DECEMBER 2, 2018

December 3, 2018 – RapportBoost , the leading chat analytics provider for contact centers and brands that leverage chat for sales, took the bronze award in the 2018 Best in Biz’s “Most Innovative Product – Enterprise” category. RapportBoost.AI

Innovation 40

Innovation Average Handle Time Contact Center Customer Satisfaction 40

CSM Magazine

JUNE 1, 2018

Flyers shop, browse and add to their shopping carts online, check in electronically, check into their flight at a specific time, and utilize their frequent flyer miles for future trips and rewards. With proper applications of machine learning and AI, contact centers can finally put that data to full use.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70