TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Experts estimate that the current average total cost per contact across all industries is approximately $15.

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NICE inContact

SEPTEMBER 17, 2019

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, DSW leads the industry it has so effectively disrupted. Today, live agents are optimized to help customers more quickly on complex needs.

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Self Service Virtual Agent Customer Experience Average Handle Time 139

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

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Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

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Call Center Omni-Channel Trends Contact Center 52

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