average handle time aht

Average Handle Time (AHT) Best Practices

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I get it, time is money. The more time your agents are on the phone, the more they’re costing you. Not just in telecom costs, but in other areas like service level and customer satisfaction. A quick google search for call center metrics will explain to a new contact center leader what success metrics should […]

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Registration Open for Blockbuster ICUC in May 2017

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  On the heels of every successful inContact user conference, we immediately turn our sights to the next one. But this time, it’s different. Coming up next will be ICUC 2017 at NICE Interactions, May 8-10 in exciting Las Vegas! Registration is open, so you please REGISTER NOW. Here’s what you need to know – […]

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To Err is Human

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There’s this common theme that goes along with being human. We mess up. It’s expected. Even though it stings when it happens, it’s an essential part of the human condition. At some point in your life, as a consumer, something will not go as you expected. Getting billed the wrong amount, a product or size mix […]

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salesforce lightning

When Salesforce® Lightning Strikes! The Top Three CX Improvements

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Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes […]

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call center training strategies

4 Strategies for Training Contact Center Agents

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When I was asked to write a blog about successful training programs, I thought back to my time at a contact center for a well-known cruise line. As an agent, I held several distinct honors such as employee of the month, top sales, highest revenue per destination and highest revenue per month. I don’t list […]

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