Average Talk Time: The Little Metric with Big Insights

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Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While […]

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Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

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Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can […]

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Be in the Contact Center Spotlight – Be a Speaker at Interactions 2018!

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Interactions 2018 promises a world-class agenda, with industry experts, innovations and the hottest trends. Some of the most anticipated events at the conference are user presentations—real stories with real solutions and real results. You’ve got a story. We want to hear it. You can be part of this year’s excitement by sharing your experiences and […]

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Adapt Your Contact Center to Customer Needs with Omnichannel

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In customer service, we find comfort in putting customers in different boxes or categories. This group of customers prefer email communication, these customers prefer phone interactions, those customers are high maintenance, etc. But what if I told you that a customer’s category changed based on the situation and circumstances? And it’s possible to keep up […]

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