How to Improve Your Live Chat Average Handle Time

Kayako

Or worse, that you’re leaving your customers hanging around waiting to receive help. Most customers refuse to wait more than five minutes for a response. We’re passionate about giving customers help when they need it. Number of unanswered/timed out chats.

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 It faced a range of issues that made it nearly impossible to provide the exceptional experience Mattress Firm customers were expecting when they needed product information or answers to questions. Advantages of the Cloud Contact Center Trends & Insights Customer Experience Workforce Optimization

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Implementing proper after call work processes can go a long way toward improving the customer-company relationship.

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. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Improve AHT: here’s how top contact center decision makers do it

TechSee

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.

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

Customer Satisfaction : Customer satisfaction indicates how your agents performed in solving customer issues. This can be done in a variety of ways, including with Customer Satisfaction Surveys that are sent out after a call or chat.

Make Sure Multi-play Doesn’t Multiply Average Handle Time

Customer Interactions

In the dynamic world of communications, service providers, in their continuing quest to expand their customers' wallet share, are launching a growing number of new services at an accelerated pace. Multi-play services have evolved significantly over the last decade, becoming much more sophisticated, expanding to triple-play, quad-play and beyond

7 Ways to Reduce Average Handling Time in your Call Center

LiveChat

This is the second time I am calling you people for the same problem. In the given scenario, what comes out is an effort made by the customer who ended up without an answer. On the other side, the agent invested her time with nothing productive in it.

Value-Driven Knowledge Management: Introducing a New Model

Verint

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center.

ROI 56

Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Full Speed Ahead with Analytics and Automation

Verint

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. These calls had the highest average handle time (AHT)—more than 19 minutes per call. What happens when a premier cruise line makes business outcomes a top priority?

Three Simple Ways to Show Your Customers Some Love

Verint

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

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. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Are You Using All That Workforce Optimization Has to Offer?

Verint

A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations? The latest advances available today may be just what you need to help you achieve your customer experience goals. The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc.,

Add Mindfulness to Your Contact Center WFO and IVR Strategies

Verint

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Can you reduce AHT without damaging customer satisfaction?

Jacada

Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers.

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. Today, live agents are optimized to help customers more quickly on complex needs. We love our shoes!

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

NICE inContact

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. Average Handle Time.

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love.

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

What Does Content and Ad Review Have in Common with Customer Service? In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. Essentially, content review is just a different kind of customer contact.

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]

BlueOcean

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration.

IVR Custom Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. We measure “How would the customer rate the service experience?” The Client.

7 Ways to Get Better at Customer Service

Kayako

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

Average Talk Time: The Little Metric with Big Insights

NICE inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

10 Tips for Connecting with Customers Emotionally

NICE inContact

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand.

Contact Center Metrics Tracking Toward Customer Centricity

Think Customers

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why. Average first reply time.

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.

How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.

How to Cash in on Contact Center Failures

NICE inContact

Improvements which increase customer lifetime value (more revenue) and lower operating costs (more profit). When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence. This is not some get rich quick scheme.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center

Talkdesk

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.

Average Talk Time: The Little Metric with Big Insights

NICE inContact

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Two words: customer experience. The way they interact with and treat your customers will leave a lasting impression. What kind of an experience do you suppose that customer received?

How to Avoid the Headaches of Digital Customer Service Integration

NICE inContact

We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software. Here’s our list of the biggest headaches of digital customer service integration and how to avoid them. Time is money, right?

Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. This penalizes agents who are efficient but may also need longer conversations to help customers through complex problems.

Virtual Agents in the Contact Center: Data Gathering Made Easy

NICE inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. Call Center Best Practices Contact Center Trends & Insights Customer Experience