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

NICE inContact

Disconnected platforms and systems, an inability to get the metrics it needed and few customer insights were all obstacles to the excellent experiences the company wanted—and needed—to provide its customers. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.

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Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

The on-premise system was completely outdated, not to mention difficult and costly to maintain. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable.

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The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. .

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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

What distinguishes it from multichannel systems is the integration of these channels, allowing customers to switch between them without losing the context of their interactions. Solution: Omnichannel systems provide a holistic view of customer interactions, allowing businesses to gather valuable insights.

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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.

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Turn Hold Time into Gold Time

TechSee

Put data into CRM: Data captured by visual journeys can be captured directly into your CRM system saving your agents the hassle of manually doing it after each call. Increased agent satisfaction: Agents will appreciate not having to spend as much time summarizing and putting data into the CRM system.

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Embrace the digital era by automating key business processes in the contact center

Talkdesk

Automated data storage systems can bring up both real-time and historical data, so the agent has all relevant information on hand and can focus on providing a superior customer experience. The post Embrace the digital era by automating key business processes in the contact center appeared first on Talkdesk.

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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.