/Tag: Contact Center

How AI is Reducing Handle Time and Improving Customer Experience in 2019

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue. In light of these facts, it’s little wonder that average handle time (AHT) is a leading indicator of the success of many contact centers. In an effort to reduce the time agents invest in finding solutions to customer problems, contact center managers have [...]

By |2019-04-16T20:14:18+00:00April 4th, 2019|Categories: Knowledge Management|Tags: , , |Comments Off on How AI is Reducing Handle Time and Improving Customer Experience in 2019

You Can Lower Call Handle Time by 25% With The Right Knowledge Management System

This post originally appeared on our partner, Genesys’ website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents were happy with the resolutions after approaching customer service representatives. Fast-forward to 2012, and researchers got the same results. In a call center environment, average handle time (AHT) is a big factor in overall customer satisfaction. Customers who wait too long are more irritable and harder to appease. And real-time resolutions have less effect on a customer who’s already frustrated. Even with the most modern programs, call centers still struggle with AHT; however, managers can [...]

By |2019-10-29T14:38:09+00:00March 11th, 2019|Categories: Knowledge Management, Uncategorized|Tags: , |Comments Off on You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
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