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Bettering the Customer Experience . . .
AHT Means Average Hug Time
In contact centers, AHT is an acronym for a common (some would say too common) productivity metric: Average Handle Time. At Israeli outsourcing agency Call Yachol, AHT could very well stand for Average Hug Time. Agents openly embracing one another is a common occurrence in Call Yachol’s contact center, whose “culture of warmth and caring” drives the center’s success both internally and externally. Whether interacting with one another, with management or with customers, Call Yachol’s agents’ words and deeds are guided by a strong sense of kinship, compassion and mutual respect. . . . read more >>
Do you know how to calculate your Contact Center’s ROI?
Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth. What are the four primary components of an ROI formula to consider? . . . read more >>
The Alchemy of Behavioral Targeting
Remember in the not-too-distant past, when customer relationship management meant keeping track of "touches"—calls, emails, and face-to-face meetings that happened in the course of the sales cycle? A salesperson usually entered notes about a prospect or a deal in the system, and they may or may not have been looked at again. But CRM systems gave companies a shared repository of customer relationship information and, five years ago or so, it seemed like a pot of marketing gold. Those simple times are gone for good. . . . read more >>
Social Dynamx Launches to Redefine Social Customer Care
Social Dynamx launched the industry's first purpose-built social customer care platform with scale in mind. The Social Dynamx solution is designed for large enterprises and customer contact centers to identify, prioritize and manage millions of one-on-one social conversations. Consumers now broadcast their opinions instantly to thousands, or even millions, of people from wherever they are. Social Dynamx quickly identifies relevant conversations and intelligently routes them to the appropriate company service agents to be addressed, while tracking and measuring results according to contact center-specific service level agreements (SLAs). . . . read more >>