There are two types of people in the world: those who hate waiting, and those who really hate waiting.
Patience used to be a virtue; now it’s an endangered species. And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times.
You might think one minute on hold before an agent picks up is no big deal; but get out a stopwatch and let it tick off one minute while you sit and do nothing – which is what your customers are likely doing as they wait for an agent to respond.
So the challenge is reducing average speed of answer. One way to do that is to shorten all of your calls so agents can handle more calls each day. Here are a few ideas on how to make that happen.
Monet WFO is an affordable and easy to use cloud-based workforce optimization software solution that will boost your contact center’s efficiency in myriad ways, including the time it takes for agents to greet callers.
Publish Date: May 15, 2018 |
3.) | Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
4.) | DialogTech DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
6.) | Pointel CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more) |
Helping Agents Buy Into Workforce Optimization | October 1, 2018 |
The Competitive Edge Delivered by Speech Analytics | October 1, 2018 |
Cut Every Customer Call By One Minute | October 1, 2018 |
Remote Agents: Making That System Work With Workforce Management | October 1, 2018 |
Comfort Pets at Contact Centers? Why Not? | October 1, 2018 |
Five Musts for Your Workforce Optimization Solution | August 29, 2018 |
The “Now You Knows” of Speech Analytics | August 29, 2018 |
Can Contact Center Agents Replace In-Store Employees? | August 29, 2018 |
Healthcare Contact Centers: The Open Enrollment Crunch | August 14, 2018 |
5 Tips to Optimize Contact Center Scheduling | August 13, 2018 |
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