Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. But, the phone was the primary channel. No other channel would have worked so well. No other channel would have worked so well. Time to call.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Pointillist

SEPTEMBER 28, 2021

Advances in digital technology have reshaped customer expectations for exceptional experiences. Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40