Kayako

AUGUST 25, 2015

Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. Click To Tweet.

Measurement 120

Measurement Average Handle Time Trends Communication 120

Eptica

JULY 4, 2018

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Measuring the customer experience: three key considerations. Published on: July 04, 2018. Share this page on: Tweet.

Average Handle Time 49

Average Handle Time How To Contact Center Knowledge Base 49

Kayako

MARCH 3, 2016

In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

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 121

Contact Center Self Service Average Handle Time First Call Resolution 121

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. So it’s crucial you measure what matters. Why measuring customer experience metrics matter.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

BlueOcean

NOVEMBER 13, 2019

Listen to the audio or read the article. Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores.

Contact Center 120

Contact Center Average Handle Time Policies First Call Resolution 120

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. New, more relevant self service KPI metrics that measure the success of self-service tools along with agent performance are now required.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

ViiBE Blog

APRIL 28, 2021

This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Average Speed of Answer.

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98

InMoment XI

DECEMBER 18, 2024

From your internal collaboration tools to call center software, these integrations connect experience data from everywhere to accelerate your products time-to-value. Reporting The right contact center automation tool should offer customizable reports for tracking key metrics like Average Handle Time (AHT) and First Contact Resolution (FCR).

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Uniphore

JUNE 16, 2021

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. Whatever metrics you’re using to measure agent success, Agent Assist offers powerful tools to aid them, without harming the customer experience.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

InMoment XI

DECEMBER 13, 2024

For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business. A dashboard helps identify inefficiencies like frequent repeat calls or long wait times.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. As you read this article, keep that in mind.

Customer Service 70

Customer Service Contact Center Average Handle Time Customer Service Strategies 70

TechSee

JANUARY 24, 2023

This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call. While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

Call Experts

APRIL 14, 2022

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. Unfortunately, it is often more complicated than measuring how long it takes for customers to wait for someone to pick up the phone. Average Speed to Answer. How does this impact their experience?

Call Center 98

Call Center Metrics First Call Resolution Average Handle Time 98

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex.

Contact Center 74

Contact Center Measurement Call Center How To 74

Kayako

AUGUST 18, 2015

Calculate non-ticket time. If you simply take a 40 hour work week and divide it by AHT ( average handle time ) you’ll be underestimating the resource time you need to get through tickets. This leads to higher wait times for customers, and longer work days for agents. Calculate the time you spend on tickets.

Average Handle Time 120

Average Handle Time Metrics Training Meeting 120

Talkdesk

SEPTEMBER 18, 2020

A knowledge management platform helps Quality Assurance (QA) deliver relevant knowledge articles and guides to agents. A common question that arises is, “How do I set up a knowledge management strategy when most of my team is remote, and measure its efficacy?”

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). Instead of using speed as a measure of success, brands should focus on an array of customer satisfaction metrics.

Self Service 118

Self Service Customer Service e-support Average Handle Time 118

Magellan Solutions

MARCH 5, 2023

That’s what this article will discuss in detail. Here are some of the common SLA metrics: First Response SLA This metric measures how prompt you’ll attend to customers’ inquiries or tickets to determine that their request is being processed. Average Handle Time How soon can you close a ticket?

Average Handle Time 98

Average Handle Time Abandon Rate Telecommunications Metrics 98

TechSee

SEPTEMBER 18, 2019

This article explains the importance of after call work and explores emerging approaches to streamlining the post-call process for frontline employees. One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Task: Measure Agent Effort. Alternatively, dissect average handle time for your agents’ phone conversations. Are the tools easy to use?

Omni-Channel 101

Omni-Channel Self Service Abandon Rate Policies 101

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. That’s what we will talk about in this article. What tangible actions can you take to improve your situation?

Customer Satisfaction 91

Customer Satisfaction Metrics Average Handle Time Contact Center 91

NobelBiz

FEBRUARY 27, 2024

This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call. RELATED ARTICLE What is IVR?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Playvox

NOVEMBER 1, 2022

Even if you do have one, now is a good time to revisit it and make sure it covers everything it should. Related Article: 5 Ways Contact Center Managers Are Adapting to Remote Work. If you’re not offering remote work arrangements or are planning to bring agents back to an office this year, it might be time to reconsider.

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Visual IDSS – Transforming Contact Centers of the Future.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

Innovative CX

AUGUST 10, 2021

As Peter Drucker said, “If you can’t measure it, you can’t improve it”. Peter Drucker didn’t say – what gets measured gets managed, contrary to popular lore). So perhaps measuring performance is a good place to start allowing us to focus on better customer and employee experiences?

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

TechSee

FEBRUARY 3, 2020

When it takes longer to find the right resolutions, a higher Average Handling Time (AHT) will follow. The provider takes each article and extract the visual symptoms of every device and issue described, both from customers and from field technicians. The Benefits.

Knowledge Base 109

Knowledge Base Contact Center Customer Service Self Service 109

NobelBiz

SEPTEMBER 3, 2024

The higher the productivity, the better the service, as less time taken will result in increased customer satisfaction while reducing costs. In this article, we’ll be discussing how to measure call center productivity, common causes of low productivity, and methods to boost efficiency in your call center.

Call Center 98

Call Center How To First Call Resolution Contact Center 98

NobelBiz

DECEMBER 19, 2023

In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions. With real-time analytics, managers can track key metrics such as average handle time, first call resolution rate, and customer satisfaction scores.

Call Center 105

Call Center Management Contact Center Wait Times 105

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. The result: the inability of customers to get the answers they want in a timely fashion or at all, and employees being frustrated for not being able to deliver.

Metrics 40

Metrics Measurement Self Service Customer Service 40

Playvox

JULY 6, 2022

Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. Schedule adherence is a contact center KPI calculated as a percentage, representing how much an agent followed the tasks originally scheduled for them — and at the scheduled time — across a day. In fact, it’s one of the top 10 metrics contact centers measure.

Contact Center 72

Contact Center Average Handle Time CRM Metrics 72

NobelBiz

DECEMBER 3, 2024

This article will discuss why forecasting is vital these days. Why Forecasting Is Important for Call Centers Enhances Customer Experience The correct number of agents is guaranteed to be available for incoming calls, reducing wait times and improving first-call resolution rates. It covers key elements that improve accuracy.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

CSM Magazine

AUGUST 30, 2022

The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. Related Article: Why You Need to Measure Customer Experience in Your Contact Center. Related Article: 3 Tips For Optimizing Your Contact Center Schedule. Related Article: What is Workforce Engagement Management? And Why it Matters).

Interaction 84

Interaction Contact Center How To Self Service 84