article thumbnail

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Working with NICE inContact has accomplished all that and more. Even sales increased as a residual benefit!

article thumbnail

The Essential Chatbot Success Metrics

Comm100

When tracked over time, this metric also allows organizations to understand how AI chatbots are developing. Average Handle Time (AHT). Average Handle Time is a measure of the duration chatbots spend in each interaction. It’s expected that AHT should be shorter for chatbots than for live chat agents.

Chatbots 230
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

Ask customers to agree or disagree with the statement “[Your company name] made it easy for me to handle my issue.” CES surveys can also include an open-ended follow-up question asking for feedback on the response. Average purchase value: What is the average dollar amount spent by customers? How do you measure it?

Metrics 270
article thumbnail

Go Beyond Call Center Coaching with Real-Time Agent Assist

Uniphore

In fact, 91 percent said they were likely to quit‡ in a recent survey, with nearly half citing stress and inadequate training. It’s time to rethink real-time agent coaching—with AI-powered agent assist technology. Average handle time cut by 2 minutes for a healthcare service leader. Don’t blame the agents.

article thumbnail

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.

article thumbnail

Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines. Traditional analysis of such data can be time-consuming and challenging due to its unstructured nature, but AI-driven solutions bring efficiency and accuracy to the process.

article thumbnail

Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. And patient satisfaction counts. out of 100.

article thumbnail

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.