Win the Customer

JULY 6, 2023

In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights. Metrics like response time, resolution time, customer satisfaction scores, and service level agreements (SLAs) are crucial for this stage. What is the ideal response time for customer inquiries?

Customer Service 52

Customer Service Net Promoter Score Average Handle Time Exceptional Customer Service 52

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? 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. Maybe even a little too much. Discover What Customers Really Need.

NPS 59

NPS Net Promoter Score Contact Center Call Center 59

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Scorecards should have views into performance over time compared to targets. emphasizing increasingly lower performance in AHT could drive unwanted behaviors elsewhere).

Metrics 71

Metrics Average Handle Time Definition Measurement 71

Bold360

OCTOBER 2, 2020

Who is satisfied by this time-consuming routing roulette? 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. More Personalized CX. More Sales.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98

Uniphore

JUNE 10, 2021

Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡ However, when agents are trained to over-optimize for metrics, like AHT, customer service often suffers. Smarter Coaching Is A Smart Investment. Did you know? Better Retention.

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

NICE inContact

FEBRUARY 13, 2018

Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). And while average handle time is important within the contact center, it also indirectly impacts your customer experience as well.

Contact Center 49

Contact Center Average Handle Time Engagement Metrics 49

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Two words: customer experience. Your agents represent your brand.

Metrics 64

Metrics Insights Average Handle Time Contact Center 64

Kustomer

DECEMBER 15, 2021

In case you missed it, check out our previous issue on the blog , recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. This meant that simply triaging incoming messages, and assigning work fairly among ateam members, was a full-time job. We want to hear from you!

Average Handle Time 98

Average Handle Time Insights Information Brands 98

Advantage Communications

JULY 10, 2019

These metrics - as discussed in our blog titled ‘ 7 Key Metrics to Look out for When Outsourcing Your Customer Service to a Call Center ’ - include First-Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), Call Abandonment Rates (CAR), Customer Effort Score (CES), Average Handle Time (AHT) and Service Level (SLA).

Call Center 49

Call Center Net Promoter Score Average Handle Time Effort Score 49

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Two words: customer experience. Your agents represent your brand.

Metrics 58

Metrics Insights Average Handle Time Contact Center 58

Call Experts

JULY 27, 2023

In today’s competitive market, ensuring every customer interaction is handled with care and professionalism is crucial for success. In this blog post, we will explore the many benefits of a customer service call center and how it can help businesses deliver exceptional customer experiences.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Stella Connect

OCTOBER 19, 2021

Erlang, is a standard formula for determining the number of call center agents needed based on call volume, average handle time (AHT), and your specific customer service goals in terms of service level and target answer time. Handle times can also vary by day part of and by day of the week.

Call Center 52

Call Center Average Handle Time Competitive Advantage Culture 52

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail. Share this page on: Tweet.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

NICE inContact

NOVEMBER 28, 2018

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

Contact Center 48

Contact Center Average Handle Time Document Customer Satisfaction 48

Bold360

FEBRUARY 19, 2020

There’s never been a better time to be a customer…or a more challenging time to be a customer support agent. Today’s customers expect every agent to have more detailed knowledge of all products, services, and company policies so they can get that answer the first time they connect. Agent life ain’t easy.

Average Handle Time 52

Average Handle Time Customer Satisfaction 2019 Information 52

NICE inContact

JULY 12, 2019

NICE inContact customers have reported: 61% sale conversion rate 70% reduced resolution time 90% higher CSAT 300% scaled operations with no additional headcount. Time is money, right? This means set-up times must be quick, scaling has to be easy, and training has to be short. 2) Problem: Scaling the right solution.

Customer Service 54

Customer Service Net Promoter Score Call Center Contact Center 54

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. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

ViiBE Blog

APRIL 8, 2021

Average Handle Time. Average Handle Time ( AHT ) is a metric that measures the average total time an agent spends on a call. AHT is a helpful shorthand to gauge how long calls are taking and how to allocate your resources accordingly. Otherwise, it could cost you your business!

Call Center 52

Call Center Average Handle Time Contact Center Customer Satisfaction 52

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 54

Customer Experience Net Promoter Score Contact Center Average Handle Time 54

West Monroe

OCTOBER 20, 2017

At the time, speech recognition was at the height of the technology hype cycle and wouldn’t truly be effective for many years. It happened slowly, and I see it happening again but this time the change will be more pronounced. When agents are only handling issues more complex than a 6, a robust knowledge base becomes a requirement.

Contact Center 51

Contact Center Average Handle Time Technology Presentation 51

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 49

Customer Experience Net Promoter Score Contact Center Average Handle Time 49

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 And patient satisfaction counts. out of 100.

Healthcare 59

Healthcare Net Promoter Score Average Handle Time Insurance 59

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. As mentioned in my previous blog, the way customers prefer to interact with the companies they do business with has drastically changed. A true AI-powered knowledge base benefits: Customers. Knowledge Base Administrators.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

Upstream Works

NOVEMBER 19, 2020

This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

NICE inContact

OCTOBER 17, 2018

With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog.

Average Handle Time 48

Average Handle Time Contact Center 2016 Omnichannel 48

VDS

SEPTEMBER 17, 2020

Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. Voice Biometrics reduces time and friction.

Virtual Agent 52

Virtual Agent Customer Service Contact Center Average Handle Time 52

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

NICE inContact

NOVEMBER 14, 2018

This also has the added benefit of helping you make and present a convincing business case when the time comes for recommending a solution for approval. One way we will accomplish this is by improving our call Average Handle Time (AHT). Using analysts to save time identify the most relevant solution vendors.

Contact Center 48

Contact Center Average Handle Time Financial Document 48

NICE inContact

JUNE 5, 2019

The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics. This is where an effective coach comes in.

Contact Center 54

Contact Center Average Handle Time Document Interaction 54

Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Customer Service Call Center Contact Center 29

Brad Cleveland Blog

APRIL 4, 2018

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Average Handle Time 26

Average Handle Time Call Center Contact Center Management 26

Natalie Petouhof

FEBRUARY 17, 2016

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Requirements to add staff to handle more customer calls or call spikes. Savings can be found from increasing FCR and self-service as well as decreasing average handle time.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! For example, when adding a new product that requires program support, where interactions related to this product are frequent but brief, it may be necessary to adjust the average handle time (AHT) target to accommodate this change.

Management 52

Management Metrics Average Handle Time 2022 52

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

Brad Cleveland Blog

JUNE 29, 2016

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Average Handle Time 26

Average Handle Time Call Center Contact Center Management 26