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What is Average Handle Time (AHT)?

ViiBE Blog

On the one hand, customer satisfaction is a crucial goal that must be achieved by the end of a call to keep the caller’s business. On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. A classic call center metric to measure this is the Average Handle Time (AHT).

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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more.

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. It can also help diagnose what’s happening when call times are too long or when there’s too much silence on the line.

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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. The same is true for first call resolution and average handle times.

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

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.

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TechSee Brings Computer Vision AI and Augmented Reality Service Automation to Amazon Connect

TechSee

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

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The Essential Chatbot Success Metrics

Comm100

Chatbots have steadily grown in popularity to become a key component of customer service today. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers. Average Handle Time (AHT). Learn more.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.