Playvox

JULY 6, 2020

When scaling and streamlining your customer service teams, most companies first look at how to reduce areas such as First Response Time (FRT), First Contact Resolution (FCR) or Average Handle Time (AHT) among others.

Average Handle Time 63

Average Handle Time Customer Service Insights Customers 63

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. Only a portion of your customers will receive a survey.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Metrics 64

Metrics Insights Average Handle Time Contact Center 64

Upstream Works

NOVEMBER 19, 2020

This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Metrics 58

Metrics Insights Average Handle Time Contact Center 58

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 324

Insights E Commerce Customer Experience E-support 324

BlueOcean

MAY 13, 2021

We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Magellan Solutions

MAY 16, 2024

Reporting and Analytics : Robust reporting and real-time analytics capabilities can drive pricing and provide valuable business insights. We analyze historical data, monitor trends, and ensure our agents understand how average handle time, service levels, and quality impact the overall efficiency and customer experience.”

Call Center 52

Call Center Average Handle Time ROI Omnichannel 52

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. How to reduce Average Handling Time and improve quality. Published on: July 25, 2018.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

Eptica

JANUARY 9, 2019

3 ways to deliver real value from VoC insight Voice of the Customer (VoC) was a major focus for Eptica in 2018, with the successful launch of vecko, our customer insight solution. We hope you enjoy reading/re-reading them! Share this page on: Tweet.

2018 89

2018 Blog Average Handle Time 2019 89

Talkdesk

APRIL 8, 2016

There were four insights in particular that stood out to me in the webinar: Lesson 1: Think outside of the box when it comes to call center metrics. Like many call centers, SpotHero measures and tracks common call center metrics such as service level, average wait time and average handle time.

Call Center 42

Call Center Metrics Insights Average Handle Time 42

BlueOcean

MARCH 13, 2023

Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making. We’ve long been proponents of making transactional customer service low effort, for both customer and contact center.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Kustomer

DECEMBER 15, 2021

We always advocate for our clients to reimagine their customer experience when they are configuring Kustomer, and the customer has seen a decrease in average handle time (AHT) since agents no longer have to hunt to find the fields that are relevant to their issue.

Average Handle Time 98

Average Handle Time Insights Information Brands 98

Playvox

NOVEMBER 1, 2022

A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. (Eighty-four percent [84%] of them are satisfied with the number of hours they work as remote employees.)

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

COPC

OCTOBER 28, 2022

The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. Get More Insights: Employee Engagement Research Series.

Engagement 52

Engagement Management Average Handle Time Contact Center 52

Eptica

OCTOBER 16, 2018

Not only does this enable them to measure their efficiency , but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

CSM Magazine

SEPTEMBER 29, 2022

In order to best service the increasing number of calls, Infinity recommends that utilities providers take the following steps: Upskill Call Agents : brands should consider investing in tools that can give them real-time insights into how call agents are handling calls.

Average Handle Time 52

Average Handle Time 2011 Telecommunications Automotive 52

ShepHyken

OCTOBER 1, 2023

AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time. My Comment: For those in the customer support world, this article is for you.

Article 65

Article Customer Service 2023 2024 65

ShepHyken

JANUARY 11, 2022

For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources. Top Takeaways: The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX.

Average Handle Time 67

Average Handle Time Omnichannel Metrics NPS 67

CSM Magazine

AUGUST 30, 2022

The second aspect is, all of a sudden, all of that unstructured data in the voice conversation is being digitised and therefore allows us to do something more meaningful with it wherever we are able to surface our insights. And, because calls are transcribed in real-time, there’s no need for advisors to take notes.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

CSM Magazine

FEBRUARY 11, 2021

Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. How giving agents insights into their performance can boost Net Promoter Scores. These videos give further background and insights.

Net Promoter Score 59

Net Promoter Score Average Handle Time Download Document 59

BlueOcean

JUNE 26, 2018

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. 5 Insights About Sourcing and Developing Strategic Partnerships. Finding the right balance is key. We want to hear from you.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

eGain Blogs

APRIL 10, 2023

First-Contact Resolution and Average Handle Time Consistent knowledge, delivered in the flow of customer conversations from a centralized omnichannel hub of trusted knowledge and knowhow, reduces repeat calls and improves the seemingly conflicting metrics of First-Contact Resolution (FCR) and Average Handle Time (AHT).

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

TechSee

SEPTEMBER 18, 2019

One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers. As contact centers seek to reduce AHT, agents may deprioritize ACW in order to meet their time-based metrics. However, this disregard for ACW is starting to change.

Contact Center 84

Contact Center Average Handle Time Reference Technology 84

Uniphore

JANUARY 24, 2022

According to Calabrio, 60 percent say they need better tools to handle the rise in high-effort customer interactions. Real-time call center coaching guides agents through each interaction with live insights and next-best actions to deliver consistently exceptional customer experiences. Learn More. The list goes on…. Learn More.

Call Center 52

Call Center Average Handle Time Telecommunications 2020 52

ShepHyken

JANUARY 22, 2021

With 15+ parameters of network & device management reports, the managers can get an in-depth insight into the issues causing low productivity. The supervisors can also closely monitor and analyze agents’ availability, average handling time, the number of calls handled, break durations, etc.

Call Center 89

Call Center Contact Center Average Handle Time E-support 89

Magellan Solutions

APRIL 3, 2024

BPO providers often employ chat agents with specialized knowledge and skills, enabling them to provide accurate and insightful support across various industries and subject areas. It provides valuable insights into support effectiveness and identifies areas for improvement. But wait, there’s more! Our mission?

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

COPC

JUNE 9, 2023

Lastly, the wealth of data generated in the CX industry provides invaluable insights for businesses looking to gain a deeper understanding of their customers. Both types have unique applications and play a significant role in shaping customer experiences and uncovering valuable insights.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Think Customers

MARCH 2, 2023

Citing results from Omdia’s 2023 IT Enterprise Insights survey, Myron said 59% of companies plan strategic or minor cloud technology investments for the contact center in 2023, down from 63% this year. For this client, average handle time (AHT) of nine minutes was slashed to three minutes with robotic desktop automation TTEC deployed.

2023 52

2023 Contact Center Average Handle Time Roadmap 52

Myra Golden

APRIL 11, 2023

One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction. This can involve sending post-interaction surveys or conducting focus groups to gain insights into customer needs and preferences.

Contact Center 52

Contact Center Average Handle Time Exceptional Customer Service Webinar 52

Magellan Solutions

JULY 5, 2021

Significant decrease in the client’s Average Handling Time (AHT) by 34% in 30 days. They outsourced a contact center to increase customer satisfaction and to gain deeper insights into brand perception. Reduction by 15% in Average Handling Time (AHT). Thus decrease in customer satisfaction rate.

Customer Service 52

Customer Service Average Handle Time E Commerce E-support 52

Eptica

AUGUST 1, 2018

To read the first post, on reducing Average Handling Time and improving quality, click here. You might also be interested in these posts: Why traditional VoC metrics don’t deliver the insight you need to succeed. How to reduce Average Handling Time and improve quality. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Contact Center 2018 Consulting 70

NICE inContact

JUNE 5, 2019

The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics. This is where an effective coach comes in.

Contact Center 54

Contact Center Average Handle Time Document Interaction 54

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Check out more insight on omnichannel trends here.). What Service Level Metrics Are Most Relevant to Your Business Now?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

CSM Magazine

SEPTEMBER 17, 2020

This software analyses phone calls, both live and pre-recorded, to gain an insight and understanding to customer behaviour and reaction. Average handling time is a metric that is measured by all contact centres. Reduce AHT. The faster a customer’s issue is resolved, the better service they are receiving.

Average Handle Time 52

Average Handle Time Customer Experience Exceptional Customer Service Metrics 52

TechSee

FEBRUARY 1, 2021

Telecoms are harnessing the power of AI to process and analyze these huge volumes of Big Data in order to extract actionable insights to provide better customer experiences, improve operations, and increase revenue through new products and services. Robotic process automation (RPA).

2021 107

2021 Telecommunications 2025 Average Handle Time 107

Bold360

FEBRUARY 19, 2020

Our best-in-class agent workspace up-levels agents by displaying customer insights and real-time activity side-by-side with each chat conversation. By integrating insights from CRMs, order management systems, and other third-party tools, Bold360 gives agents the answers they need all in one window.

Average Handle Time 52

Average Handle Time Customer Satisfaction 2019 Information 52