Synchronous Contacts are “live” interactions between two parties where both are conversing at the same time with a clear start and end time. Examples include phone calls, live chat, video chat, and real-time messaging.
How to Calculate Synchronous Contacts
Synchronous Contacts themselves are not calculated, but you can measure their usage and effectiveness by tracking metrics such as:
Response Time: The time it takes for an agent to respond to an incoming contact.
Handle Time: The total time spent on each interaction.
Customer Satisfaction: Feedback from customers regarding their experience with synchronous contacts.
Why Synchronous Contacts Matter
Synchronous Contacts are important because they:
Provide Immediate Responses: Customers receive real-time assistance, which can lead to higher satisfaction.
Support Complex Queries: More suitable for handling complex or urgent issues that require immediate attention.
Factors Influencing Synchronous Contacts
Several factors can influence the effectiveness of synchronous contacts, including:
Agent Availability: The number of agents available to handle real-time interactions.
Technology: The quality and reliability of the communication tools used.
Training: The skills and training of agents to handle real-time interactions effectively.
Network Quality: The stability and speed of the internet connection.
Strategies to Improve Synchronous Contacts
To improve the effectiveness of synchronous contacts, consider the following strategies:
Optimize Staffing Levels: Ensure there are enough agents available to handle peak times.
Invest in Technology: Use reliable and efficient communication tools to support real-time interactions.
Provide Ongoing Training: Regularly train agents to improve their skills in handling synchronous interactions.
Monitor Performance: Continuously track and analyze performance metrics to identify areas for improvement.
Related Terms
Asynchronous Contacts: Communication where interactions do not happen in real-time, such as email or forums.
First Contact Resolution (FCR): The percentage of issues resolved during the first interaction.
Average Handle Time (AHT): The average time taken to handle a customer interaction.
Conclusion
Synchronous Contacts play a crucial role in providing immediate and effective customer support. By understanding and optimizing these contacts, organizations can enhance customer satisfaction and improve overall service quality.
How NICE is Redefining Customer Experience
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It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
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