Connections, Contact Center Workflow and First Call Resolution

Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Self Service

Self Service Contact Center Net Promoter Score Contact Center Workflow

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center

Contact Center Call Center Management Gamification

Customer Experience Update

Visual Automation: Boost Agent Productivity with Smart Eyes

Hyper Efficiency: The Next Frontier in Contact Center Operations Management

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