CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Magellan Solutions

MARCH 5, 2023

That’s what this article will discuss in detail. Among them are customer expectations, performance metrics, issues with the service, performance levels, and abandonment rate. A part of this metric is how the agent acknowledges the customer’s concern. A part of this metric is how the agent acknowledges the customer’s concern.

Average Handle Time 98

Average Handle Time Telecommunications Metrics Return on Investment 98

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

Customer Satisfaction 92

Customer Satisfaction Metrics Average Handle Time Contact Center 92

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five Roundup with an article that shares three simple but powerful ideas. Let me count the ways!

Article 24

Article 2022 Customer Service Magazine 24

Magellan Solutions

MAY 16, 2024

As Fred Chua, CEO of Magellan Solutions, emphasizes, “Improving productivity and output is all about managing key performance indicators (KPIs) and metrics. Average Handle Time (AHT) : Lower AHT leads to higher productivity and increased call handling capacity.

Call Center 52

Call Center Average Handle Time ROI Omnichannel 52

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. The result: the inability of customers to get the answers they want in a timely fashion or at all, and employees being frustrated for not being able to deliver.

Metrics 60

Metrics Measurement Customer Service 2016 60

Innovative CX

AUGUST 10, 2021

No this is not another article about how to measure CX in your organization. This article focuses on how we bring together all the various metrics within an organization to paint a picture of its performance at delivering better experiences. First let’s distinguish between metrics and measurements.

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Customer Experience Metrics. Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Quality versus Quantity.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. If you manage a sales organization, your scorecards wouldn’t be complete without conversion metrics. Scorecards should have views into performance over time compared to targets.

Metrics 71

Metrics Average Handle Time Definition Measurement 71

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Look at schedule adherence and schedule compliance metrics. Are your agents engaged?

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

BlueOcean

JUNE 26, 2018

How do metrics and standards play a role in customer service? Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience. Related Articles. I look for how engaged a candidate is in this conversation.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Playvox

NOVEMBER 1, 2022

Even if you do have one, now is a good time to revisit it and make sure it covers everything it should. Related Article: 5 Ways Contact Center Managers Are Adapting to Remote Work. If you’re not offering remote work arrangements or are planning to bring agents back to an office this year, it might be time to reconsider.

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. The supervisors can download the calls to analyze the call quality standards and score each call according to metrics like language proficiency. Comprehensive Call Center Metrics Report.

Call Center 89

Call Center Contact Center Average Handle Time E-support 89

Playvox

JANUARY 24, 2022

What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. If you take the journey from providing good enough customer service to delivering great experiences, and measure your progress with actionable customer experience metrics, you’ll be able to stay ahead of the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

CSM Magazine

SEPTEMBER 8, 2023

This is particularly worrying, considering agent KPIs are forensically measured and metrics such as Customer Satisfaction and Average Handling Time are easily affected by loud noises — whether these come from the customer’s or the agent’s side.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Playvox

APRIL 5, 2022

Related Article: What is Workforce Engagement Management (And Why It Matters). High scores on key metrics are the first measures of a high performance contact center. These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). ENJOYING THIS ARTICLE?

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Technology is on your side.

Blog 95

Blog Customer Experience Contact Center Airlines 95

CSM Magazine

DECEMBER 8, 2022

In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand. While setting goals, ensure they are measurable, attainable, and time-bound. You can readjust your strategy accordingly after reviewing your metrics to see what works and does not. Measure your CX metrics.

Net Promoter Score 52

Net Promoter Score Customer Experience Omnichannel Effort Score 52

Call Experts

SEPTEMBER 15, 2022

In this article, we will dive into customer service. This will help you decide what metrics to track and what not to. The response time benchmark metric is vital because it shows how efficiently a support team responds to tickets. One of the most important metrics is resolution time.

Customer Service 52

Customer Service Average Handle Time Customer Retention Metrics 52

Playvox

APRIL 6, 2023

Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? The most impactful information on a daily basis in a contact center is real-time data, so it’s vital to have someone monitor the data in real time. What Is Real-Time Data Monitoring In Workforce Management?

Management 54

Management Contact Center Average Handle Time Metrics 54

TechSee

SEPTEMBER 18, 2019

This article explains the importance of after call work and explores emerging approaches to streamlining the post-call process for frontline employees. One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers.

Contact Center 84

Contact Center Average Handle Time Reference Technology 84

Playvox

AUGUST 25, 2022

All these singular actions can negatively impact service level metrics and the customer experience. A workforce management professional can have all the “rights” in place – the right people at the right place at the right time with the right forecast and the right schedule – but we cannot account for all aspects of human behavior.

Management 85

Management Contact Center Average Handle Time Healthcare 85

CSM Magazine

NOVEMBER 14, 2023

The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%). Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement.

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

COPC

JUNE 9, 2023

In our previous articles, “ Benefits of a Balanced Scorecard for Performance Management ” and “ Creating a Balanced Scorecard: What to Consider ,” we delved into the significance of utilizing this strategic tool and explored the essential factors to keep in mind when developing one.

Management 52

Management Metrics Average Handle Time 2022 52

Beyond Philosophy

MARCH 15, 2017

The article lists examples of organizations that were making it easy for customers by training front-line employees to remove obstacles in the Customer Experience and encouraging customers to use self-service channels. If you liked this article, you might also enjoy these: Revolutionary Thinking on Customer Loyalty. It is easy.

Loyalty 121

Loyalty Average Handle Time Books Customers 121

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

TechSee

OCTOBER 22, 2019

Next Issue Avoidance (NIA) is a metric used by a growing number of customer service departments, one that encourages and enables agents to predict likely problems. NIA: The balancing metric. NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. Next Issue Avoidance.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

Uniphore

JUNE 16, 2021

You probably already think enough about Average Handle Time, or AHT for short. AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*.

NPS 59

NPS Net Promoter Score Contact Center Call Center 59

Uniphore

JANUARY 21, 2022

Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 Download the Article. out of 100.

Healthcare 59

Healthcare Net Promoter Score Average Handle Time Insurance 59

Bold360

APRIL 28, 2021

That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. Then we worked with the bank on handling routine customer conversations. The bank created about 150 articles, content for the chatbot to share with customers.”

Customer Satisfaction 52

Customer Satisfaction Banking Average Handle Time 2020 52

Natalie Petouhof

AUGUST 15, 2022

Original Article by Mila D’Antonio. That approach yielded unimaginable yet remarkable anecdotes such as reps sending flowers if a customer fell ill, chatting with customers about their families (average handle time wasn’t a metric) and sending free replacement products if orders were reported defective.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Alternatively, dissect average handle time for your agents’ phone conversations. It Had Better Be!

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

Playvox

JANUARY 11, 2024

Instead, WFM software allows you to easily produce reports with drill-down functionality that provide real-time insight into key call center measures for center-wide optimization: punctuality, adherence, occupancy, service levels, workstreams and tasks, forecast accuracy, and more. Is WFM the Fountain of Youth?

Call Center 52

Call Center Contact Center Management Omnichannel 52

Talkdesk

FEBRUARY 2, 2018

Most commonly, agent performance is measured by a combination of traditional ‘efficiency’ metrics plus quality metrics like CSAT and NPS,” says Gadi Shamia. Contrary to contact center convention, businesses should not be choosing between efficiency metrics like average handle time and “customer metrics” like Net Promoter Score.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time Customer Centricity 40

CSM Magazine

MAY 17, 2021

CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching. They direct performance against a one-size-fits-all set of metrics, rather than orchestrating different talents to work in unison.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Metrics 59

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics Customer Care 2019 Measurement 219

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52