CSM Magazine

OCTOBER 10, 2023

The research revealed that 88% of customers agreed with this statement and that 43% of them still prefer non-digital channels. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Improve AHT in 5 Easy Steps 1.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Magellan Solutions

JUNE 12, 2021

Offshore Call Center Services Uses Speech Analytics to Improve Customer Journey. These kinds of innovations are used to focus on customer journey’s improvement. These results in key findings such as: Reasons why customer cancelled or bought the product or service. This is to ease your customer’s frustrations. Click to chat.

Call Center 52

Call Center Multi-Channel ROI Customer Retention 52

Magellan Solutions

SEPTEMBER 1, 2021

While many people are still believing that things may go back to normal, it seems that the current normal is the new normal. Such examples are the Average Handling Time (AHT) that increased from 3-6 minutes (on average) to 10+ minutes. Abandonment Rate (AR) increased the queue times that raised from 2-5% to over 10%. .

Call Center 52

Call Center Transportation Average Handle Time Travel 52

Magellan Solutions

MAY 23, 2021

5 Reasons Why Shared Inbound Call Center Services Are Excellent for SMEs. That is why more than 60% of US companies are outsourcing their services to offshore countries. As a matter of fact, 80% of corporations that outsource sees a return of investment in just 3 years. We’ll talk more about it later.

Call Center 52

Call Center Social Media Entertainment Average Handle Time 52

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

Magellan Solutions

SEPTEMBER 10, 2019

At the same time, it is one way of achieving the full potential of this business activity. Outbound call center services such as lead generation, telemarketing, telesales, and appointment setting can assist you in improving your bottom-line growth. Outsourcing a call center is a promising idea, especially if you want to lower costs.

Call Center 49

Call Center Contact Center Culture Government 49

Comm100

MAY 31, 2021

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. Read our Live Chat Benchmark Report 2021 for more insight on AHT. Recommending reading: Top 5 KPIs Every Live Chat Manager Needs to Track.

Net Promoter Score 98

Net Promoter Score Average Handle Time Customer Satisfaction Metrics 98