Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Six Ways To Manage AHT In Multi-channel Contact Centres

#contactcentreworld


By Thomas Rødseth, VP of Product & Marketing at Intelecom


With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever.

But how do you deliver consistently strong performance when handling multiple customer contact channels?

While every organisation would love to think they could deliver first time fixes (FTF), each and every time, with great customer experience scores and a low AHT, it’s not always that easy. Targeting a low AHT can sometimes result in contacts being rushed and that can negatively impact both customer experience and first time fixes.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Here are 6 ways that we believe contact centres can reduce AHT without impacting the customer experience:

1) Analyse customer demand – use demand categorization to analyse which contacts:

  • Deliver value effectively to both parties

  • Create opportunities to develop new products/services

  • Occur when a process or product/service went wrong

  • Represent waste or demand generated by third parties

By categorizing demand, you can improve contact handling processes in a more structured way, while focusing on goals such as improved customer experience, lower cost or shorter AHT.

2) Review business process – after tackling demand categorization, address inefficiencies and fix broken processes that are inflating AHT by:

  • Removing agent requirements that don’t directly impact the customer experience

  • Examining scripts and removing time-wasting questions

  • Reducing time wasted during wrap-up by using wrap-codes to categorize contact "types"

  • Streamlining agent workflows and processes to improve efficiency.

3) Switch customers to intelligent self-service – introduce web and ‘phone self-service where customers need simple and repetitive information (e.g. opening hours, account balances etc). By enabling customers to self-serve, you can get them the answers they require quicker and allow agents to handle more contacts, leading to lower AHT.

4) Create more efficient contact routing – enable customers to self-select the best routing option by providing menus regardless of the channel used. Use natural language speech recognition technology to allow people to describe their own issues and create contact routing rules that take into account agent skills and knowledge. Ensure that your contact handling technology can support a broad range of routing options (from agent hunt groups to least idle, least occupied, skill level and service level routing).

5) Provide agents with a single view of customer conversations – invest in omni-channel technology that gives agents a single view of customer activity across all channels and time periods. If you can immediately identify customers with unresolved service issues (from phone numbers or email address) then route them to the agent that’s been handling their query or a suitable skilled agent. Also consider giving agents easy access to customer relationship management (CRM) data – such as purchased product details and previous service enquiries.

6) Shorten customer greetings – especially those that have no real impact on the customer experience. So rather than "Good afternoon madam, how are you doing today?" try "Good afternoon Jackie, how can I help you?" This will encourage customers to get to the point quicker.

Follow these six ways to lower AHT and increase customer satisfaction while delivering greater personalisation. The technology is available so what’s stopping you?


#contactcentreworld


About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
  Company Blog   Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Wednesday, November 23, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Contact Center Assessments

 
1.) 
The House of Contact Centers

LevelX4
Assess the roadmap to a higher potential for your customer contact center:

• Discover strenghts and opportunities in only 30 minutes.
• Receive a FREE roadmap and actionplan to growth.
• Determine in 39 statements the foundation for a futureproof contact center.

Click on the link below to start your FREE assessment!

2.) 
Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 686 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =