The Secret to Reducing Average Handle Time While Maintaining an Excellent Customer Experience

Here is a business case of one of the top security software companies in the industry. They were interested in reducing Average Handle Time (AHT) for call center agents, reducing churn, and reducing second tier escalation  by 35%. Check out the slideshare below to find out how implementing a Virtual Agent into their Call Center helped them to exceed their expectations. 

To learn more about Virtual Agents in the Call Center click here. 

Business Case: One of the Top 3 Security Software Vendors Increases First Contact Resolution (FCR) in the Contact Center with the Help of a Virtual Agent.

One of the world leaders in security software has experienced major success by empowering call center staff with a Virtual Agent. The initial goal was to reduce Tier 1 escalation by 35%. After implementing a Virtual Agent, the average FCR rate is currently estimated at 50% across all products, exceeding their goal by 15% . This Virtual Agent is being used as the primary tool for resolving customer issues by an entry level support team. By utilizing the Virtual Agent in the Call Center the company has benefited by

1. Reducing average handle time (AHT)
2. Reducing training time for agents working in the Call Center
3.  Improving consistency all around

This proves that having an interactive and diagnostic Virtual Agent  that can be accessible by entry level Call Center agents will decrease the time to resolution in the call center, while reducing costs. It also provides a better experience for the customer because of the fast and consistent interactions. I think we can all agree that in a customer-centric world, it is important to provide the end user with a memorable and pleasant encounter to keep them coming back for more.

Cheers! 

Virtual Agents Can Reduce Volume at the Contact Center by 50%

Seth Godin says “80% of your inbound calls are about the same ten things.” (Your Call is Very Important to Us, 2013) Virtual Agents have proven to reduce incidents by 50% in some cases. Here is a video explaining how a Virtual Agent can help reduce the volume of emails and phone calls to your contact center by providing answers to FAQs. 

Cheers!  

As Dreamforce 2013 Comes to an End, Check Out How noHold Augments Salesforce.com by Integrating With a Virtual Agent

As Dreamforce 2013 comes to a close, and your organization compiles trade show notes and best practices on how to get the best out of your Salesforce.com investment, remember that you are not alone. Leading brands have discovered ways to:

- Complement Salesforce Knowledge with interactivity and diagnostic capability while increasing First Contact Resolution (FCR)

- Shorten the path to a meaningful chat while reducing costs and right-channeling customers

- Transform automated customer service, support and sales into cognitive customer interaction

Take a few minutes to see how Virtual Agents augment your Salesforce.com investment by enhancing the customer journey.  

Click Here to view the SlideShare Presentation: Augmenting Salesforce.com by Integrating With a Virtual Agent.