2018, Average Handle Time and Metrics - Customer Experience Update

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

JANUARY 11, 2019

In December 2018, Lauren Maschio, Product Marketing Manager, Quality Management at NICE, tackled the question of what impact omnichannel and AI are having on quality management. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights.

Omni-Channel

Omni-Channel Management Contact Center Self Service

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

NICE inContact

FEBRUARY 13, 2018

However, benefits extend to other contact center metrics as well. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). If screen pops improve the AHT, then they also in turn will have a positive impact on the wait time.

Contact Center

Contact Center Average Handle Time Engagement Wait Times

Addressing metrics gaps between bot-led and human-led service

Comm100

AUGUST 21, 2018

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics

Metrics Chatbots Average Handle Time Effort Score

Webinars

What Your Financial Statements Are Telling You—And How to Listen!

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Addressing metrics gaps between bot-led and human-led service

Comm100

AUGUST 21, 2018

One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics

Metrics Chatbots Average Handle Time Effort Score

7 Contact Center Glossary Terms You Need to Know

NICE inContact

JANUARY 31, 2019

In fact, 50% of consumers today prefer starting on the web and the mobile app drives the highest Net Promoter Score among all channels ( 2018 CX Transformation Benchmark ). And, of course, as promised, there are many other terms… from Average Handle Time, and other common operational metrics, to Wrap-up codes or Workforce Optimization.

Contact Center

Contact Center Net Promoter Score Average Handle Time Effort Score

Improving call center metrics with knowledge management

eGain Blogs

FEBRUARY 7, 2020

” Knowledge improves call center metrics (KPIs). When used well, in line with best practices, knowledge management enables breakthrough enhancements to operational metrics, not only transforming the contact center but transcending it in many ways. Average Handle Time (AHT). Average Speed to Answer (ASA).

Call Center

Call Center Metrics Self Service Contact Center

Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. Focus on CX and CX metrics.

Customer Service

Customer Service Contact Center Knowledge Base Self Service

5 ways of delivering CX reporting best practice

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. Eptica’s reporting can be tailored to these specific metrics in order to give a clear, consistent view of performance against key targets. Share this page on: Tweet.

Report

Report Self Service Average Handle Time Contact Center

Why traditional VoC metrics don’t deliver the insight you need to succeed

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Net Promoter Score

Net Promoter Score Metrics Average Handle Time Return on Investment

Measuring the customer experience: three key considerations

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Managing up and down Ideally you want to select a range of relevant metrics to evaluate the customer experience – relying on one alone doesn’t work.

Measurement

Measurement Net Promoter Score Customer Experience Average Handle Time

Why a World Record-Setting Mentality is Critical in Customer Experience

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training.

Customer Experience

Customer Experience Social Media Average Handle Time Airlines

How to Turn Data Into Action and Measure the Success of a Support Team

Kustomer

JUNE 1, 2020

While it may be tempting to chase a quick average handle time or a CSAT benchmark, you might find more use in pursuing customer outcomes as your primary goal. Use your metrics as a secondary focus. Monitor Your Team in Real-Time. A real-time view of your support team can be a powerful tool. Define Success.

Measurement

Measurement Average Handle Time Data How To

RapportBoost to Lead Discussion Group and Exhibit at Customer Contact Week Austin on Oct. 10

RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m. RapportBoost.AI

Groups

Groups Contact Center Multi-Channel Average Handle Time

Prepping Your Contact Center Team for the Holiday Season

Stella Connect

NOVEMBER 2, 2021

Be less concerned with average handle time, and bring your focus to first call resolution (FCR) as this metric is connected to nearly all other KPIs. #4. This blog post was originally published on November 8, 2018, and has since been updated. Make Policy Exceptions When Appropriate.

Contact Center

Contact Center Policies Average Handle Time First Call Resolution

Making it easier for your agents to deliver superior CX

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. To read the first post, on reducing Average Handling Time and improving quality, click here. How to reduce Average Handling Time and improve quality.

Average Handle Time

Average Handle Time Self Service Knowledge Base Contact Center

RapportBoost Awarded “Most Innovative Product of the Year – Enterprise” by Best in Biz

RapportBoost

DECEMBER 2, 2018

– Independent judges panel named RapportBoost’s conversational analysis platform for chat one of leading enterprise products for 2018 alongside NewVoiceMedia, Domo, Bold360ai, Pega – San Diego, CA. RapportBoost.AI Learn more about how to supercharge chat conversations for your brand from the team at RapportBoost.

Innovation

Innovation Average Handle Time Contact Center Sales

RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI

RapportBoost

NOVEMBER 5, 2018

. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. It’s an honor to be on hand to celebrate her well-deserved accolade!”. About RapportBoost. About ICMI .

Sales

Sales Contact Center Average Handle Time Employee Engagement

3 Reasons to Consider Hiring Digital Talent

Interactions

FEBRUARY 13, 2019

Over time, agents get bored, disengaged, burnt-out and overwhelmed. Per a Contactbabel 2018 report, s taffing accounts for up to 75% of a contact center operational cost. This improves average speed to answer, first contact resolution (FCR) and average handle times (AHT) – the success metrics agents are measured on.

Average Handle Time

Average Handle Time Contact Center Customer Service Representative Chatbots

Heidi Rote of Jenny Craig, RapportBoost.AI’s Valued Client, Named Among This Year’s ICMI’s Movers and Shakers

RapportBoost

OCTOBER 3, 2018

Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. . We’re privileged to work with such forward-thinking and metrics-focused leaders as Heidi and the Jenny Craig contact center team. RapportBoost.AI

Contact Center

Contact Center Average Handle Time Analysis Chatbots

RapportBoost.AI Completes First Summer Internship Program with Great Success

RapportBoost

SEPTEMBER 28, 2018

September 28, 2018 – RapportBoost.AI , a Los Angeles based technology company that provides augmented intelligence solutions to brands that utilize conversational selling and conversational marketing to engage potential customers online, recently completed its first internship program. RapportBoost.AI The post RapportBoost.AI

Average Handle Time

Average Handle Time Contact Center Technology Sales

RapportBoost, CX Accelerator, and Comm100 to Lead Contact Center Innovation Webinar on Nov. 27 by Talkdesk

RapportBoost

NOVEMBER 25, 2018

uses artificial intelligence to optimize chat conversations to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other critical contact center metrics. 27th at 12:30pm PST.

Contact Center

Contact Center Innovation Average Handle Time Case Study

What Does Good Customer Service Look Like?

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” Q1: If AHT isn’t the most important metric, what metrics and reporting do you suggest we focus on? You want to share key metrics. You have to measure AHT.

Net Promoter Score

Net Promoter Score Customer Service Chatbots Contact Center

Ways to Speed up Your Service Without Growing Support Team

LiveChat

FEBRUARY 6, 2018

As you can read in our new Customer Service Report 2018 , companies with the happiest customers actually have the longest average handle times. Their cases take more time to handle but they are able to solve them in one touchpoint, and customers appreciate that.

Knowledge Base

Knowledge Base Guidelines Average Handle Time Chatbots

Customer Experience Update

How are Omnichannel and Artificial Intelligence Changing Quality Management?

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

Webinars

Trending Sources

Addressing metrics gaps between bot-led and human-led service

Webinars

Addressing metrics gaps between bot-led and human-led service

7 Contact Center Glossary Terms You Need to Know

Improving call center metrics with knowledge management

Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service

5 ways of delivering CX reporting best practice

Why traditional VoC metrics don’t deliver the insight you need to succeed

Measuring the customer experience: three key considerations

Why a World Record-Setting Mentality is Critical in Customer Experience

How to Turn Data Into Action and Measure the Success of a Support Team

RapportBoost to Lead Discussion Group and Exhibit at Customer Contact Week Austin on Oct. 10

Prepping Your Contact Center Team for the Holiday Season

Making it easier for your agents to deliver superior CX

RapportBoost Awarded “Most Innovative Product of the Year – Enterprise” by Best in Biz

RapportBoost to Showcase New Chat Sales Boosting Platform at ICMI

3 Reasons to Consider Hiring Digital Talent

Heidi Rote of Jenny Craig, RapportBoost.AI’s Valued Client, Named Among This Year’s ICMI’s Movers and Shakers

RapportBoost.AI Completes First Summer Internship Program with Great Success

RapportBoost, CX Accelerator, and Comm100 to Lead Contact Center Innovation Webinar on Nov. 27 by Talkdesk

What Does Good Customer Service Look Like?

Ways to Speed up Your Service Without Growing Support Team

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