NobelBiz

MAY 2, 2023

This article is based on a recent discussion between the two experts within the NobelBiz Webinar Series , hosted by Brad Butler, a highly-skilled professional with more than ten years of experience in the contact center space. Many of the unique webinar’s talking points are expanded here in this article. Watch the free webinar here.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

Seaton CX

NOVEMBER 1, 2022

You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out. Other times, they don’t understand how CX would help solve their particular problem, like reducing operating costs or improving Average Handle Time (AHT) in the contact center.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Creating the CX and EX vision to drive the technology roadmap. About the Author.

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Average Handle Time Roadmap Interaction Technology 52

NobelBiz

FEBRUARY 14, 2022

AHT – The Average Handling Time in call centers The average handling time is the amount of time it takes for a customer to interact with an agent in a call center. That’s why when you are managing the average handling time (AHT), you need look at it very carefully.

Metrics 52

Metrics Contact Center Management Call Center 52

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. These kinds of call center metrics can help you to make informed decisions about workforce management and service level.

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Call Center Management Average Handle Time Net Promoter Score 43

COPC

JUNE 9, 2023

Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX). In the CX industry, these individuals are forecasters.

Industry 114

Industry Customer Experience Analytics Training 114

Lithium

JULY 5, 2022

Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. You could then explore all other Atlas content that focuses on engagement rate whether it’s an article, forum, webinar, or podcast. Reducing time spent on reporting and publishing.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

NobelBiz

FEBRUARY 27, 2024

Establish clear metrics and Key Performance Indicators (KPIs) such as First Call Resolution (FCR), Customer Satisfaction Score (CSAT), Average Handle Time (AHT), and Net Promoter Score (NPS). Achieving these goals requires a special balance between the human touch and technological innovation.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. How to Cultivate an Agent-First Attitude Agents are the front lines of your call center.

Call Center 50

Call Center Contact Center Average Handle Time Chatbots 50

NobelBiz

SEPTEMBER 12, 2023

Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. For reference, according to callcenterhelper.com , the industry standard for Average Handling Time (AHT) is 6 minutes and 10 seconds.

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

Oracle

OCTOBER 6, 2019

We also look really closely within our webinars. KPIs are one thing and we do look at quality scores, we look at average handle time, and all of the traditional ones. What we look at is the unique click-through. How many people are actually clicking on something within an email and engaging?

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

NobelBiz

JUNE 5, 2023

If you want to learn more about all the best practices with training and staffing for contact centers, we encourage you to watch one of our latest webinars on this very topic: Contact Center Staffing in a Remote World: Most effective strategies for recruiting, retention, and motivation of Contact Center employees.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

Tricia Morris

FEBRUARY 12, 2016

First Contact or First Time Resolution (FCR or FTR): This number should increase with improved and regularly maintained knowledge management implementations, especially agent-facing knowledge. Average Handle Time (AHT): This number should decrease with improved and regularly maintained agent-facing knowledge management initiatives.

Metrics 40

Metrics Measurement Self Service Customer Service 40

NobelBiz

JANUARY 16, 2024

If you want to find out more about How to Increase Sales Performance in Outbound Contact Centers listen to our webinar episode. This could include metrics like call duration, conversion rate, customer satisfaction scores, or average handling time.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Team HGS

FEBRUARY 13, 2018

At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors. What Does Good Customer Service Look Like?

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

NICE inContact

SEPTEMBER 17, 2019

Our webinar, From Brick & Mortar to Digital Superhero , picks up the story at a pivotal point in the DSW journey. Average handle time (AHT) , a key CX metric, has fallen by two minutes! Access this webinar: From Brick & Mortar to Digital Superhero: DSW’s Journey to AI-Powered Virtual Agents.

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Self Service Virtual Agent Customer Experience Average Handle Time 139

Uniphore

JUNE 7, 2021

In our recent webinar with CallMiner , we asked our audience what they want the most out of agent assist — and what their biggest hesitations are. Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? This webinar series will be recorded, so any webinar attendees that miss this will get the opportunity to watch it at the soonest convenience. I would like to start introducing our speakers for today’s webinar. No worries! Tony: I did not.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

NICE inContact

FEBRUARY 6, 2019

While there are metrics around efficiencies like average handle time, call resolution rates and the likes, a CX obsessed company really looks at the end customer metrics like customer effort, Customer Satisfaction (CSAT), Net Promoter Score (NPS) and even larger business metrics like Customer Lifetime Value (CLTV).

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

CSM Magazine

JUNE 10, 2022

Register for the webinar on Tuesday 28 June where the EvaluAgent product team will be demonstrating Conversation Analytics. Want to find out more about Conversation Analytics and see why you don’t need to go to the old guard anymore? About EvaluAgent.

Analytics 52

Analytics Average Handle Time Marketing Insurance 52

Playvox

MARCH 19, 2024

This frees up agents to focus on more complex issues and customer communications, reducing metrics like average handling time. Likewise AI helps managers with capacity planning, forecasting, employee scheduling, and makes intraday planning easy, accurate, and far less time-consuming.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NICE inContact

JANUARY 11, 2019

In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. For example, when considering the Average Handle Time (AHT) for a bot, the goal is not only for customers to complete tasks quickly, but to do so seamlessly and efficiently.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

Solvvy

MARCH 19, 2019

Last month I served on the panel of a live webinar where best-selling author Don Peppers and I discussed trends in customer support, and how the dynamic between businesses and customers is evolving with the rapid adoption of AI and automation. I want to delve deeper into a few of those insights. Support by Issue Type vs. Customer Type.

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Self Service Average Handle Time Infographics Customers 48