BlueOcean

OCTOBER 7, 2021

In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. Call Centers Go with the Flow.

Travel 218

Travel Industry Customer Experience Call Flow 218

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Interactions

JUNE 10, 2022

Today, automation in the contact center is a necessity. Customers are busy and self-service provides a fast and efficient way for them to get things done. In our recent survey, customers noted that when using an automated system, they see benefits such as: The convenience to get tasks done when they want to take care of them.

Self Service 62

Self Service System Consumers Multi-Channel 62

NobelBiz

JANUARY 17, 2022

The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

ProProfs Chat

JULY 29, 2020

Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? The crux of the matter is that although phone support has evolved over the years, it still is light years away from meeting customer expectations.

Call Center 85

Call Center Customer Experience How To Knowledge Base 85