Average Handle Time Contact Center Management Sales 
NICE inContact
OCTOBER 17, 2018
billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers. But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing.
NICE inContact
MARCH 29, 2018
In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Even sales increased as a residual benefit! Issues are identified and addressed immediately.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SurveySensum
OCTOBER 29, 2024
It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Real-time adherence.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Real-time adherence.
NICE inContact
AUGUST 13, 2019
Forecasting is a critical component of a call center’s workforce management program. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! What if I don’t have historical data? So feed your forecast well!
Expert insights. Personalized for you.
121 
Let's personalize your content