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To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies.

Customers want to connect with companies through their website before any other channel. A survey reports that 83% of customers go to a company’s website for information before using any other channel.

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center.

Taking vacations is a wonderful way to relax, de-stress, and spend time with friends and family. Vacations are also an opportunity to have new experiences, like visiting new places around the world and trying new activities. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver a great customer experience.

Transitioning to the cloud is a smooth, secure, and easy process that can provide your contact center tons of benefits.

The healthcare industry faces many challenges when communicating with patients to improve customer experience and keep up with the digital age.

Contact center Key Performance Indicators (KPIs) are used by businesses of all sizes to make better business decisions, improve how the contact center operates, and improve the customer experience.

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen.

In our last blog, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.