TechSee

OCTOBER 10, 2019

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. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

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. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

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. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Real-time adherence. Intraday management. Schedule changes.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center How To 74

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Call Center Management Gamification 52

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. What is a High Performance Contact Center?

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

BlueOcean

AUGUST 15, 2016

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. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. Taken together, these two movements are bringing about real change in the contact center. Here at RingCentral , many of our customers fall into that category.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

TechSee

JULY 24, 2023

In the contact center world, hold time is often seen as a negative thing. However, what if hold time could be turned into a positive thing? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly? This is where TechSee visual journeys can help.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time CRM 109

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability. What Is A Contact Center?

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

TechSee

MARCH 5, 2020

Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Sharing the Knowledge.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. What is a contact center associate? What is an IVR?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. In this article, we will provide you with a step-by-step guide on how to smoothly transition your contact center to Genesys Cloud without any disruptions. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Strategy Roadmap System 52

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

TechSee

FEBRUARY 23, 2023

In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. There is a substantial investment from support leadership, often enabling greater agility of contact center resources as agents can support a broader catalog of products.

Contact Center 124

Contact Center Average Handle Time Training Video 124

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Stella Connect

NOVEMBER 2, 2021

Be less concerned with average handle time, and bring your focus to first call resolution (FCR) as this metric is connected to nearly all other KPIs. #4. Agents have the skills, tools, and confidence to handle whatever might come their way during the holiday season. Make Policy Exceptions When Appropriate.

Contact Center 88

Contact Center Policies Average Handle Time First Call Resolution 88

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients.

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. Presented using reports to monitor a contact center’s performance over time.

Contact Center 52

Contact Center Report Analytics Self Service 52

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. These reports also boost your call center and business intelligence by providing actionable data.

Contact Center 52

Contact Center Analytics Data Call Center 52

Talkdesk

JUNE 21, 2019

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.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

Uniphore

JUNE 16, 2021

You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Uniphore

JUNE 10, 2021

.‡ Given agents’ historically high attrition rate—and its impact on call center budgets—the benefit of engaged, in-person coaching translates to significant cost savings. Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. Intro to Call Center Life. Did you know?

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

CSM Magazine

DECEMBER 18, 2021

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. As we aim to evolve customer experience over time, many of us are identifying problems with these types of surveys.

Contact Center 52

Contact Center Average Handle Time Survey NPS 52

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What does a “rooms per shift ratio” have to do with contact center operations, you might ask? What are you looking for in a contact center partner? We want to hear from you.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

NobelBiz

DECEMBER 19, 2023

Discover tried-and-tested techniques to navigate challenging conversations in the customer service and contact center arena. These data can be organized and analyzed to help better understand what’s happening in the call center . Key Technological Tools and Solutions What are these magical tools?

Call Center 105

Call Center Management Contact Center Wait Times 105

TechSee

SEPTEMBER 18, 2019

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. Tools & Tech to Streamline after call work.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84