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

Kustomer

SEPTEMBER 29, 2020

Customers Want You to Show Them They’re Valued. 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. Download the full guide here.

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2020 Average Handle Time 2021 Consumers 116

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

NOVEMBER 16, 2021

The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

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

Qualtrics

APRIL 17, 2021

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. And with so much still in flux, that’s not set to change any time soon. To learn how to coach and mentor, rather than simply manage, download our eBook.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Metrics 49

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. When you offer live chat, customers expect agents to respond quickly to queries. Download Now.

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Average Handle Time Reference Download Hotels 46