Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.”

Loyalty 121

Loyalty Average Handle Time Books Customers 121

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. As Bates and Petouhoff share in the book, “happy employees make for happy customers.”.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

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

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

Bold360

OCTOBER 2, 2020

Decreased Average Handle Time (AHT). By reducing the number of customer transfers and time the customer is placed on hold, companies see better AHT metrics, which also impacts customer satisfaction. Here are 6 benefits intelligent routing offers: 1. More Personalized CX.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98

Kustomer

SEPTEMBER 29, 2020

During times of crisis, customer needs change. Some organizations chose to shift their success metrics away from average handle time, as customers demanded (and valued) longer interactions. We could all take a page out of their book. Customers Want You to Show Them They’re Valued.

2020 116

2020 Average Handle Time 2021 Consumers 116

Call Experts

JULY 27, 2023

From improving response times to providing personalized interactions, a call center can be a game-changer for organizations looking to elevate their customer service and thrive in today’s competitive landscape. Metrics to Track for a Successful Customer Service Call Center The business landscape today is primarily customer-centric.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Bold360

APRIL 28, 2021

2020 was a year for the record books. That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement?

Customer Satisfaction 52

Customer Satisfaction Banking Average Handle Time 2020 52

Qualtrics

APRIL 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 49

Customer Experience Contact Center Average Handle Time Metrics 49

UJET

NOVEMBER 3, 2020

Without AI and smart automations, contact center agents are responsible for an array of tedious tasks and ACW (after call work) that drive up your AHT (average handle time) and kill your efficiency. You can also use AI to review agent performance history, build metric reports, and reveal areas to improve performance.

Virtual Agent 82

Virtual Agent Customer Service Contact Center Average Handle Time 82

UJET

NOVEMBER 3, 2020

Without AI and smart automations, contact center agents are responsible for an array of tedious tasks and ACW (after call work) that drive up your AHT (average handle time) and kill your efficiency. You can also use AI to review agent performance history, build metric reports, and reveal areas to improve performance.

Virtual Agent 72

Virtual Agent Customer Service Contact Center Average Handle Time 72

Comm100

NOVEMBER 29, 2021

Recommended for you: How to Reduce Your Average Handle Time Fast. Set clear time expectations. Instead of booking seats, watching videos, paying bills, and much more from a browser, more and more people are now performing these functions through dedicated mobile apps. In-App Chat.

2022 85

2022 Average Handle Time Exceptional Customer Service 2015 85

Kustomer

FEBRUARY 3, 2022

Not just looking at metrics that are, what I call the hard data, right? Like the things that are a little bit more traditional to be measured such as here’s how many times we called them, or here’s how many emails we got from this customer. How do you navigate just all the different metrics that come at you?

Interaction 98

Interaction Books Metrics Customer Service 98

Comm100

SEPTEMBER 6, 2022

Three great ways to figure the answer out: Book a demo with one of our live chat specialists to discuss your setup Input your details into our Live Chat ROI Calculator to find out the optimal setup Continue reading this blog! For more tips, read our blog post: How to Reduce Your Average Handle Time Fast.

Customer Satisfaction 89

Customer Satisfaction Average Handle Time Metrics Blog 89

Kustomer

JULY 1, 2021

For those who are just starting their journey as a leader in CX, one of the best things they can do to improve the customer and wait time experience is to take a holistic look at the data and to utilize it in every aspect. Tom, do you think the KPI average handle time is antiquated? Tom and I go way back.

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Kustomer

AUGUST 8, 2022

So I think what happened previously is NPS and C-SAT, and everyone’s been doing first call resolution for average handle time, for average, forever, hold times, all those kinds of things. So if they’re hitting the notes and all the rest of their metrics are good, fine. They’ve got that.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

Comm100

JULY 29, 2020

Recommended for you: How to Reduce Your Average Handle Time Fast. Set clear time expectations. Instead of booking seats, watching videos, paying bills, and much more from a browser, more and more people are now performing these functions through dedicated mobile apps. In-App Chat.

2020 52

2020 Average Handle Time Exceptional Customer Service Banking 52

Smith+co CX

SEPTEMBER 14, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

Workshop 28

Workshop Touchpoint Average Handle Time Insurance 28

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. First Call Resolution is a highly nuanced metric; detailed customer histories, call tags, agent routing capabilities, and task automation are all critical to understanding exactly what’s causing FCR to flag. Invest in the right platforms.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. First Call Resolution is a highly nuanced metric; detailed customer histories, call tags, agent routing capabilities, and task automation are all critical to understanding exactly what’s causing FCR to flag. Invest in the right platforms.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Playvox

JULY 6, 2022

But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence. In fact, it’s one of the top 10 metrics contact centers measure. Use Real-Time Monitoring. There’s no greater tool for monitoring and improving schedule adherence than real-time reporting.

Contact Center 72

Contact Center Average Handle Time Metrics Definition 72

Magellan Solutions

SEPTEMBER 10, 2019

A call center provider handles all customer requests from inquiries, bookings to refunds, inbound to outbound, catering to businesses of all shapes and sizes. Reservation and booking. The average call count per week. Average handling time (AHT). The average duration of each call. Call Volume.

Call Center 49

Call Center Contact Center Culture Government 49

LiveChat

JULY 15, 2015

According to the authors of the book “The Effortless Experience” , CQ has the biggest impact on increasing the rep’s performance in today’s service environment. In low–CQ companies , sometimes reps are doing a good job at customer service, but it takes them longer than the average rep to do so. CQ in customer service.

Average Handle Time 73

Average Handle Time Interaction Customers Definition 73

Kustomer

SEPTEMBER 3, 2020

Or our wait time, or maybe it’s different metrics that people have. As you get into that marketing area, a great marketing metric is NPS. It’s a referral based metric. Generally, average handle time is not going to correlate at all to customer loyalty or to a meaningful metric in most environments.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Kustomer

JULY 16, 2020

So I think what happened previously is NPS and C-SAT, and everyone’s been doing first call resolution for average handle time, for average, forever, hold times, all those kinds of things. They want, so QA wants to be more involved in the process of actually seeing the business metrics improve.

Customer Service 52

Customer Service Call Center Contact Center Sales 52

LiveChat

JULY 15, 2015

According to the authors of the book “The Effortless Experience” , CQ has the biggest impact on increasing the rep’s performance in today’s service environment. In low–CQ companies , sometimes reps are doing a good job at customer service, but it takes them longer than the average rep to do so. CQ in customer service.

Average Handle Time 44

Average Handle Time Interaction Customers Definition 44

Service Untitled

SEPTEMBER 3, 2010

We retired traditional call center metrics to focus on the voice of the customer – what we call “Recommend to a Friend” has become a primary metric for our customer care professional performance so is tied to their incentive pay now. So it was a real cultural shift for us. Question: How does Net Promoter work?

Blog 41

Blog 2010 Customer Care Average Handle Time 41

Michel Falcon Experience

MARCH 12, 2019

Yes I wrote a book, but the book talks about all of the strategies; ones that I’ve worked and ones that haven’t worked. The reason that I don’t track employee retention anymore, as a metric, is because I want people to leave. That’s a chapter in my book, Own The Dinner Table.

Culture 12

Culture 2019 Engagement Net Promoter Score 12