BlueOcean

MARCH 20, 2017

If someone is working from home due to mobility or transportation issues – a requirement to come to the office to be trained could be a barrier. For non-tenured agents, the only negative we initially see is longer Average Handle Times. This difference becomes negligible over time as they are coached on a continuous basis.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. As companies scale their customer care operations or respond to new marketplace realities, changes to their processes are inevitable and necessary. High-level data analysis.

Technology 122

Technology Customer Service Contact Center Gamification 122

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40