Remove Average Handle Time Remove Feedback Remove Knowledge Base Remove Management
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Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

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Call center cost reduction strategies

TechSee

” Techniques to optimize time. Improve AHT with knowledge bases. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer.

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Making it easier for your agents to deliver superior CX

Eptica

To read the first post, on reducing Average Handling Time and improving quality, click here. Knowledge to empower agents Eptica’s platform is built around a centralized, AI-powered knowledge base. How to reduce Average Handling Time and improve quality.

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

TechSee

Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work.

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Creating a collaborative contact center culture

TechSee

Collect team feedback: Brainstorming sessions and focus groups can surface any barriers to cooperation and help smooth the way toward a collaborative culture. For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration.

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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents. This could involve training on product knowledge, customer service skills, and communication techniques. My Customer Service Master Class might be a good fit for training on soft skills.

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Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex

AWS Machine Learning

In a recent survey conducted with Kentucky citizens, more than 50% actually wanted help without speaking to someone,” says Drew Clark, Business Analyst and Project Manager at KYTC. Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals.