2021 Average Handle Time Metrics Touchpoint 
Upstream Works
NOVEMBER 19, 2020
The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.
ShepHyken
APRIL 2, 2021
But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. in the first quarter of 2020, and expected to continue to rise throughout 2021. That number is up from 11.8%
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Uniphore
DECEMBER 17, 2021
Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Source: “ United Healthcare, Humana Top Healthcare Satisfaction Ratings ,” Nathan Eddy, Healthcare Finance, September 2021. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT).
Horizon CX
MARCH 19, 2022
Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. December 2021. Click HERE to learn more about HorizonCX: Karl Sharicz – Founder, CEO – HorizonCX, LLC.
Kustomer
JULY 1, 2021
So as long as these two metrics continue to be the primary selling point for customers, we’ll always be playing catch up and that’s a pretty rough place to be,” said Kristen LaFrance, Host of Resilient Retail and Senior Content Marketer at Shopify. So what does it take to build a fanatical fan base in 2021?
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