BlueOcean

DECEMBER 5, 2017

This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. From there, agents underwent one-on-one training to get up to speed quickly. The Client. The Challenge. The Tactics. The Results.

Case Study 149

Case Study Study Communication Average Handle Time 149

TechSee

FEBRUARY 10, 2025

Here’s how AI agents like Sophie AI move the needle: Higher First Contact Resolution (FCR) Visual communications provide instant clarity to both the customer and the remote support agent. Lower Average Handling Time (AHT) Visual, when combined and voice support cut down on back-and-forth.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Calabrio

MARCH 5, 2025

Identify Agent Knowledge Gaps: Consistent and comprehensive call quality monitoring also helps pinpoint areas where agents may lack product knowledge, communication skills, or adherence to processes. By identifying these gaps, you can provide targeted coaching and training to improve individual performance and overall team effectiveness.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. High turnover at contact centers poses a significant challenge for workforce management, training, and maintaining service consistency.

Call Center 130

Call Center How To Contact Center Gamification 130

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. Use demographic data, customer preferences, and insights from previous interactions to train AI tools.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

FEBRUARY 28, 2025

Steps include: Audio capture The voice analytics process begins with the capture of voice communications. Improved first call resolution (FCR) and reduced average handle time (AHT): Voice analytics software enables businesses to address concerns more effectively on the first call, improving FCR rates.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Calabrio

MARCH 5, 2025

In the process, they equip leaders to identify skill gaps, deliver targeted coaching, and develop effective ongoing training programs. Supporting agents with communication, insights, and personalized feedback drives better engagement , supports retention, and creates a positive feedback loop thats key to winning contact center culture.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. This includes building knowledge bases, participating in training, and proactively engaging with customers.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time Call Center Virtual Call Center Knowledge Base 52

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Training Technology Gamification 117

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

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees. Go Deeper: Related Resources to Explore True Cloud vs.

Contact Center 130

Contact Center Management Strategy Call Center 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 161

Metrics Average Handle Time Contact Center Guidelines 161

rethinkCX

FEBRUARY 13, 2025

These centers operate in various models, including inbound centers that handle customer inquiries and outbound centers focused on sales and customer outreach. With the rise of digital communication, call centers now integrate multiple channels such as phone, email, live chat, and social media.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

BlueOcean

AUGUST 13, 2024

We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? How does their attrition rate compare to the industry average? Less hiring also contributes to lower agent training costs. Is the Service Level Agreement being met?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. Call Center Dashboard: This dashboard is ideal for businesses handling a high volume of phone calls. It monitors metrics like average talk time, call availability, and cost per call.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. Reduce Cost to Serve and Handle Time Conversation analytics can significantly reduce the cost of serving and handling time by identifying inefficiencies in agent interactions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Inadequate agent training is another critical challenge.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

NobelBiz

DECEMBER 3, 2024

Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. Forecasting AHT helps predict the overall workload and influences staffing levels and training decisions. Salman Aslam Director Support – Quality & Training at WORK Inc.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

NICE inContact

JULY 12, 2019

Time is money, right? This means set-up times must be quick, scaling has to be easy, and training has to be short. Digital communication, social media, and chatbots have changed the way we communicate, and they’ve changed customer expectations. 4) Problem: Finding and training staff.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

TechSee

MARCH 5, 2020

Agent Occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities. Aside from necessary breaks, employees spend a significant amount of time on activities such as team meetings, training, and assisting other agents or departments.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

BlueOcean

MARCH 20, 2017

In the past, training has been a barrier to some companies in developing their work-at-home team. If someone is working from home due to mobility or transportation issues – a requirement to come to the office to be trained could be a barrier. But having said that, for us, training always happens in our own offices.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

TechSee

JUNE 17, 2024

Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster. Text is a terrible, if convenient, means of communication. Vocal communications are slightly more personable. Can You Hear a Smile?

Customer Service 124

Customer Service Average Handle Time Video Healthcare 124

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Enhance new hire training with clear workflows. Improve AHT with knowledge bases.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Comm100

OCTOBER 30, 2017

While this could occur in any organization, I have often seen it happen in companies that have grown through acquisitions and mergers, creating new challenges for effective communication and processes that aren’t joined up. In these instances, teams are often separated by location, training or technology. Communication Technologies.

Contact Center 142

Contact Center Tips Management Call Center 142

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. This makes good business sense.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

TechSee

FEBRUARY 23, 2023

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties. Visual assistance is practical even when agents require more experience with wide-ranging support.

Contact Center 124

Contact Center Average Handle Time Training Video 124

BlueOcean

OCTOBER 6, 2020

Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential. Is communication still going strong and do you feel comfortable in those interactions? Did new hire training falter in a fully remote environment?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Kayako

MARCH 29, 2019

The first step to setting customer expectations is to be transparent and communicative about your team’s availability, including when and where customers can find support and how quickly they can expect a response. Train and Empower Your Reps. Train them on more than just product—teach them how to make customers happy.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

Uniphore

NOVEMBER 23, 2021

These solutions also automate after-call work for high-value journeys, such as opening new accounts, to shorten average handle time and call wait times. The idea is to train people to, by the click of the button, bring automation to organization.” Syed and Saurabh Rai on the Value of Conversational Automation.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

ShepHyken

JULY 11, 2022

Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time). Follow on Twitter: @Hyken.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Comm100

APRIL 28, 2021

It also helps to develop stronger ties with your customers, as well as more effective communication with your employees. See how you stack up: Forrester Research found that the average Net Promoter Scores for companies in 14 industries last year ranged from single-digit negative scores to the mid-positive 30s. Average resolution time.

Measurement 146

Measurement Abandon Rate Net Promoter Score Wait Times 146

TechSee

SEPTEMBER 18, 2019

One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers. While ACW is vital to improving customer relationships, when agents spend too much time on post-call tasks it can decrease the overall efficiency of the contact center.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

TechSee

FEBRUARY 3, 2020

According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. Visualizing tribal knowledge.

Knowledge Base 109

Knowledge Base Contact Center Customer Service Self Service 109

Comm100

NOVEMBER 8, 2017

Regardless of how a customer communicates, your live chat agent needs to be a masterful listener. You can further examine this skill during live chat training by listening to your agent interacting with a customer. Communication Skills. Communication over live chat is different from communication over the phone.

Customer Service 124

Customer Service Tips Average Handle Time Communication 124