BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

NobelBiz

JANUARY 18, 2022

The post How To Manage The Average Handling Time (AHT) For Contact Centers? Customer relationship centers can use it to set criteria for their customer service goals. How is the AHT calculated? What are the appropriate methods to employ in order to optimize it? Find out more in our article! appeared first on NobelBiz®.

Average Handle Time 52

Average Handle Time Contact Center Management How To 52

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.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Average Handle Time : Similar to average wait time, average handle time is the total time that a customer spends from initial call/chat/email/social message until their issue is resolved.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

NICE inContact

FEBRUARY 13, 2018

Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). On average, screen pops shave off 15-20 seconds per call, because rather than the agent having to search for the customer’s information manually in the database, that process is automated.

Contact Center 122

Contact Center Average Handle Time Engagement Wait Times 122

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. appeared first on Shep Hyken.

Customer Experience 100

Customer Experience Contact Center Airlines Average Handle Time 100

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Are you one of the many contact centers still relying on spreadsheets for QA?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

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.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

NICE inContact

JUNE 5, 2019

In the contact center, we might tell an agent “your average handle time is too high.” However, the agent may not understand why average handle time is important and how it impacts both the customer experience and operational efficiency. This is where an effective coach comes in.

Contact Center 136

Contact Center Average Handle Time Exercises Video 136

rethinkCX

FEBRUARY 13, 2025

Average Handle Time (AHT): Optimize call duration for efficiency. For more expert insights, subscribe to our blog or connect with our team for tailored solutions. Track and Optimize Performance Metrics Customer Satisfaction (CSAT): Measure customer happiness post-interaction.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Omni-Channel 102

Omni-Channel Self Service Abandon Rate Policies 102

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). 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

ShepHyken

MARCH 30, 2018

Average Handling Time. A lower Average Handling Time means more satisfied customers, more productive agents and a lower cost per interactions. The post Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience appeared first on Shep Hyken. Type: Performance Centric.

Customer Experience 90

Customer Experience Average Handle Time Net Promoter Score Customer Care 90

NICE inContact

SEPTEMBER 5, 2018

Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times. The post New Ways to Think About Contact Center Quality Monitoring appeared first on NICE inContact Blog. How to document a call. The results are two-fold.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

NICE inContact

SEPTEMBER 17, 2019

Average handle time (AHT) , a key CX metric, has fallen by two minutes! The post DSW Successfully Incorporates AI into Customer Experience appeared first on NICE inContact Blog. Today, live agents are optimized to help customers more quickly on complex needs.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NICE inContact

JANUARY 31, 2019

In fact, I’ve included a link to an unbiased market source at the end of this blog. 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. There are plenty of places you can go to find that information.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

Uniphore

JULY 30, 2021

With advanced conversational AI, you can now leverage real-time speech transcription, intent analytics, and entity extraction, to reduce average handle time by automating after call work. It's not all about cost savings either.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

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 Groups Customer Service Call Center 29

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Stay tuned for part 3 of the blog where I will explore how cloud can drive better, faster and innovative CX. Everyone is excited about CX, given the direct correlation with revenue and margins.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

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

Comm100

SEPTEMBER 6, 2022

Three great ways to figure the answer out: Book a demo with one of our live chat specialists to discuss your setup Input your details into our Live Chat ROI Calculator to find out the optimal setup Continue reading this blog! For more tips, read our blog post: How to Reduce Your Average Handle Time Fast.

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. As the industry shifts toward omnichannel communication, traditional KPIs like Average Handle Time must adapt.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

NICE inContact

OCTOBER 12, 2018

Numerous internal transfers lead to increased and lengthy average handling times for live agents, which can be incredibly expensive for companies. In fact, by automating the front door and additional self-service in voice and chat, an innovative e-retailer experienced a 45-second reduction in average handling times, with 18.5%

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

Uniphore

JUNE 16, 2017

Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. It is well known that metrics have an important role in the success of any call center. Read More.

Customer Satisfaction 124

Customer Satisfaction Average Handle Time Call Center Metrics 124

Comm100

NOVEMBER 29, 2021

Recommended for you: How to Reduce Your Average Handle Time Fast. Set clear time expectations. Offer real-time, personalized, efficient support that your customers and agents will love at 1/3 the cost of voice support. Note: This blog post was originally published in July 2015. Powerful live chat software.

Average Handle Time 246

Average Handle Time Software Exceptional Customer Service Video 246

NICE inContact

NOVEMBER 16, 2018

Many companies have been able to significantly reduce live agent minutes and the average handle time for calls by using virtual agents to take over the drudgery of data gathering. The post Virtual Agents in the Contact Center: Data Gathering Made Easy appeared first on NICE inContact Blog.

Virtual Agent 122

Virtual Agent Contact Center Data Average Handle Time 122

Myra Golden

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). ” Subscribe to my blog for more ideas like this. I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

Average Handle Time 104

Average Handle Time Tips Contact Center Video 104

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

NICE inContact

OCTOBER 15, 2019

Average Handle Time: Integrating your contact center and CRM enable you to shorten call length. Wait Time: By shortening the Average Handle Time on your interactions, your agents can take the next interaction sooner, shortening the time customers wait to speak to an agent.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog. So feed your forecast well!

Contact Center 136

Contact Center Data Management Average Handle Time 136

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! The post Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting appeared first on NICE inContact Blog. So feed your forecast well!

Contact Center 136

Contact Center Data Management Average Handle Time 136

NICE inContact

MAY 14, 2019

Intraday reforecasting allows for the contact center to reevaluate needs based on the day-of trending of volume, average handle time, and service levels. The post Intraday Management — GPS for the Contact Center appeared first on NICE inContact Blog. That’s where intraday management and reforecasting comes into play!

Contact Center 136

Contact Center Management Average Handle Time Course 136