Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. During times of crisis, customer needs change.

2020 116

2020 Average Handle Time 2021 Consumers 116

CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. Learn how to activate your agents of the future by downloading Calabrio’s latest report or visit www.calabrio.com. Don’t get left behind.

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Uniphore

JUNE 10, 2021

Effective coaching not only keeps agents from walking out, it also makes them better customer service providers. While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.”

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. 10% off their next purchase) to boost response rates.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. The customer is forced to repeat his question three times, all the while getting no closer to having his issue understood. Download Now.

Average Handle Time 47

Average Handle Time Reference Download Hotels 47

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. The customer is forced to repeat his question three times, all the while getting no closer to having his issue understood. Download Now.

Average Handle Time 40

Average Handle Time Reference Download Hotels 40