ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. Some call centers handle inbound calls where the customer contacts the center. Call center technology.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Gamification 122

LiveChat

APRIL 25, 2016

On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. Repeated questions from the agent kill a lot of time.

Average Handle Time 28

Average Handle Time Call Center First Call Resolution Analysis 28

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

NICE inContact

FEBRUARY 6, 2019

CX demands a broad and wide technology . It is extremely important to look at employee tools, ones that can provide enough and more information about the customer, knowledge base and the likes. Look where your company falls and look towards taking the next iterative improvement to move one level at a time.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

Magellan Solutions

APRIL 3, 2024

By working with a top-notch BPO chat support provider, you’ll have access to skilled chat agents, incredible technology, and the ability to adjust your support team size quickly. Technology and Infrastructure Capabilities You can’t afford to partner with a BPO provider living in the Stone Age. But that’s not all!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

TechSee

DECEMBER 16, 2020

Today, Salesforce has fully integrated TechSee’s technology on the Salesforce platform as an integral part of their offering. Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. How Visual Remote Assistant works.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

TechSee

DECEMBER 28, 2020

With simpler queries increasingly automated and handled by AI-driven tools, agents are now focused on the more complicated customer requests, leading to longer, more involved conversations that require a broader range of skills and technology. Emergence of new technologies. Adoption via change management and technology.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

TechSee

SEPTEMBER 29, 2020

” 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. Use automation as a force multiplier.

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Call Center Self Service Strategy Contact Center 196

NobelBiz

MAY 21, 2024

An inbound call center primarily handles incoming calls from customers seeking assistance, information, or support. These contact centers are designed to provide exceptional customer service and support through various features and technologies. How does an Inbound Call Center Work? So how does an inbound call center work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

TechSee

SEPTEMBER 18, 2019

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. Visual technology. The importance of after call work.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

TechSee

OCTOBER 10, 2019

Implementing new techniques and technologies can have a rapid and dramatic effect on company climate. Here are just a few: Reward team players: Set collaborative goals, KPIs and team-based rewards, rather than individual ones. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Technology is on your side.

Customer Experience 95

Customer Experience Contact Center Airlines Average Handle Time 95

NobelBiz

FEBRUARY 22, 2023

As a result, in this article, we look at the most important key performance indicators (KPIs) for the voice channel and how technology may help to enhance them. The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

NobelBiz

FEBRUARY 15, 2023

As a result, in this article, we look at the most important key performance indicators (KPIs) for the voice channel and how technology may help to enhance them. The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers.

Abandon Rate 52

Abandon Rate Average Handle Time Contact Center Call Center 52

Eptica

AUGUST 1, 2018

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. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Myra Golden

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. Another way to optimize agent performance is by providing them with the right tools and technology.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. What is Computer Vision AI?

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Bold360

OCTOBER 2, 2020

Intelligent routing (also known as smart routing, intelligent customer routing, and intelligent call routing) is a technology that automatically sends inbound customers to the right place so that agents can take ownership of issues and use the best tools available to resolve them. Decreased Average Handle Time (AHT).

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98

Magellan Solutions

DECEMBER 5, 2023

Inbound Call Center Costs in the Philippines Labor-related costs account for an average of 46% of the contact center budget in the Philippines. 20% of the budget is allocated toward technological costs, while 19% goes for telecommunications. Utilize the Power of Artificial Intelligence. Measure and Monitor Performance.

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. As customer issues get more complex, live Visual Assistance technology has emerged as a proven means of helping successful call center agents take control and effortlessly resolve problems.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

AWS Machine Learning

MARCH 31, 2023

Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals. You can expand the solution’s knowledge base to include searching existing documents and webpage content using Amazon Kendra.

Self Service 81

Self Service Virtual Agent Connections Contact Center 81

ViiBE Blog

APRIL 8, 2021

This experience is affected by several factors, including processes, training, and technology. Average Handle Time. Average Handle Time ( AHT ) is a metric that measures the average total time an agent spends on a call. Knowledge management. Using the right software.

Call Center Experience 52

Call Center Experience Call Center Average Handle Time Virtual Call Center 52

ViiBE Blog

APRIL 22, 2021

The easiest way to improve your call center performance is by using key performance indicators like Average Handle Time. Finally, a centralized knowledge base will fill in the gaps of your employees’ knowledge by allowing them to access an up-to-date database of procedural information at any time.

Call Center 52

Call Center Management How To Knowledge Base 52

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Are your customers happy? How do you know? ​​How

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

eGain Blogs

FEBRUARY 7, 2020

When used well, in line with best practices, knowledge management enables breakthrough enhancements to operational metrics, not only transforming the contact center but transcending it in many ways. And in this, KM is aided by the new technologies of the time, like artificial intelligence, intelligent search, and reasoning.

Call Center 52

Call Center Metrics Self Service Contact Center 52

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Empower support center agents by providing them with the training and resources they need to handle a wide range of customer issues.

Contact Center 84

Contact Center Gamification Training Chatbots 84

Eptica

JANUARY 10, 2018

And with people increasingly wanting to interact with them through digital channels they also have to embrace new technology and new ways of communicating. To transform customer experience it now provides its contact center agents answering voice calls and emails with instant access to Sheldon, its Eptica-powered knowledge base.

Customer Experience 49

Customer Experience Average Handle Time Knowledge Base Case Study 49

Oracle

OCTOBER 1, 2019

Chat queues benefit from careful monitoring for courtesy and with an eye toward reducing the average handle time per customer. By providing a bevy of information, chatbots are similar to advanced self-service portals or knowledge bases. Round-the-clock service.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. This knowledge will, in turn, allow you to optimize backend tools and technologies. Alternatively, dissect average handle time for your agents’ phone conversations.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

Vonage

MARCH 11, 2016

There were a few knowledge base articles, but none of them fixed my phone. Time to call. The starting point for those written channels would likely be to send me to the knowledge base article that I had already visited. I also doubt there would have been time to save me $360. Second, Melanie was given time.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

CSM Magazine

SEPTEMBER 17, 2020

Software is one of the most important investments for call centres, without the right implementation of modern technology, call centres can swiftly see standards slip in comparison to their competition. Before looking into the benefits of voice analytics, it’s important to understand exactly what this piece of technology is.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

Talkdesk

SEPTEMBER 8, 2020

7 steps for delivering a great customer experience during open enrollment As healthcare plans rush to secure member renewals while also maximizing new sign-ups, contact centers have the opportunity to leverage best practices and technology-enabled tools to contribute to the success of the business.

Abandon Rate 67

Abandon Rate Customer Experience Healthcare Contact Center 67

Eptica

AUGUST 5, 2016

Consequently, companies are moving away from desktop email programs , which are simply not designed for these volumes of customer service queries and embracing specialist technology. Companies therefore need to use smart technology that helps them reduce the handling time of emails, increases efficiency and boosts customer satisfaction.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

West Monroe

OCTOBER 20, 2017

At the time, speech recognition was at the height of the technology hype cycle and wouldn’t truly be effective for many years. It happened slowly, and I see it happening again but this time the change will be more pronounced. However, the issue mix that agents had to address changed.

Self Service 51

Self Service Contact Center Average Handle Time Knowledge Base 51

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Integration. Advice for making a successful transition to a permanent WFH model.

Management 52

Management Contact Center Self Service Average Handle Time 52