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Gain Smarter CX Insights With AI-Driven VoC Programs

Fueled by advancing technology, Voice of the Customer programs allow organizations to gain real-time CX insights. Learn more.

Daniel-ziv
Deborah-alvord
Gartner
Drive-better-voice
Text-analytics-help-avoid-bias
Uncover-trends
Vice-president
Text-analytics
Global-product-strategy
Eric-head
How-customer-data-platforms-can-benefit
Artificial-intelligence-in-marketing

What Is Average Handle Time (AHT) and Does It Really Matter?

Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.

Lori-mankin
Jesse-martin
Andrei-costea
Anwesha-roy
Call-center-helper
Microsoft-global-state-of-customer-service
American-quitline-consortium
Cornell-university
Charanjeet-dhiman
Handle-time
Key-performance-indicators
Average-handle-time

Where AI and CDPs Are Adding to the Customer Experience

This article will look at the ways AI-based CDPs provide the customer with a better experience along the entire customer journey.

John-nash
Sam-ngo
Miami-dolphin
Gartner
Marketing-technology
Machine-learning
Customer-data-platform
Technology-survey
Market-guide
Customer-data-platforms
How-customer-data-platforms-can-benefit
Redpoint-global

How Natural Language Programming and Conversational AI Are Taking on the Call Center

This article will look at how NLP and conversational AI are being used to improve and enhance the call center operations.

Puneet-mehta
Raj-gupta
Contact-centers
Westjet
Stern
Call-centers
Call-center
Forecasting-isnt-just
Amazon-forecast
Gradient-boosted-decision-trees
Top-call-center-challenges
Agents-work-better

4 of the Top Call Center Challenges for the Coming Year

The last 20 months has had a lot changes for all facets of business including call centers and 2022 is coming fast. Here are the biggest hurdles.

Telemundo
Proactive-customer-service-mean-for-brands
Us-bureau-of-labor-statistics
Harvard-business-review
Reducing-call-wait
Shep-hyken
What-does-proactive-customer-service-mean
Continuing-remote
Harvard-business
How-customer-data-platforms-can-benefit
Agent-recruitment

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