Calabrio

MARCH 5, 2025

Remember, quality monitoring is not just about evaluating calls; it’s about driving continuous improvement, empowering agents, and creating a customer-centric culture. With the right tools and strategies, you can turn your contact center into a source of competitive advantage and a driver of business growth.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Calabrio

MARCH 5, 2025

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. How you can actually use CX analytics: 3 real-world examples All these benefits that CX analytics solutions can deliver sure sound good.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Calabrio

MARCH 22, 2025

Hiring should elevate those candidates that are a fit for your company culture and goals. Standardize your onboarding: Develop a comprehensive onboarding process to ensure new hires are well-prepared to handle customer interactions. And if you can measure it, you can improve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

BlueOcean

JUNE 26, 2018

Today, what matters most is the cultural fit. In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. If hospitality wasn’t in their existing repertoire, I wouldn’t look twice at them.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

rethinkCX

FEBRUARY 13, 2025

Foster a culture of learning and skill enhancement. Adopt Cutting-Edge Technology Utilize AI-driven chatbots to handle routine inquiries. Average Handle Time (AHT): Optimize call duration for efficiency. Balance workloads for improved agent performance.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. As these cornerstones of a business transform themselves, the company’s culture may follow suit. Just as important – has their culture evolved with the times? Change is hard and change can be expensive. Here are a few questions to think about.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

MARCH 20, 2017

Agents who have tenure in our physical environment have been immersed in the brand experience of our clients and understand how our culture drives our service. In addition, time working in our physical office means we’ve been able to gauge how that particular agent responds to coaching and what kind of support works best for them.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

BlueOcean

SEPTEMBER 10, 2024

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Do you serve any clients who would be considered a competitor to our company?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Do you serve any clients who would be considered a competitor to our company?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

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. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. But how can contact centers create a culture of control? Visual Assistance creates controller culture. Cementing controller culture in the contact center.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

Experience Investigators by 360Connext

FEBRUARY 6, 2024

When assessing how to improve those scores, teams will often investigate several KPIs and operational metrics like the following: Average handling time: How long does it take for customer service agents to resolve customer issues?] Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Calabrio

OCTOBER 3, 2024

Now, we can look at our service levels, customer patience, and shrinkage to better control our average handling times and staffing needs. Merging companies: Lessons in culture and automation When Alm. This experience taught Klaus the importance of balancing technology with company culture.

Data 130

Data Average Handle Time Insurance Culture 130

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. As Peter Drucker once said, “Culture eats strategy for lunch.”

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

TechSee

JULY 10, 2024

Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates. Cultural and organizational fit is another crucial factor. Align cultural values and organizational goals with the technological shift towards full automation.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

ShepHyken

JULY 11, 2022

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). My Comment: Over the years, I’ve shared many articles about culture and “internal customers” (employees and co-workers).

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

TechSee

APRIL 24, 2023

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. Foster a Culture of Continuous Learning Today’s agents are being asked to carry more than ever before. How did you demonstrate continuous learning?).

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

TechSee

DECEMBER 28, 2020

To encourage a collaborative culture, enterprises must shift to collaborative KPIs that encompass the efforts of different departments. Shifting from measuring Average Handling Time (AHT) to measuring Total Time to Resolution (TTR) will encourage agents and field technicians to resolve more issues through closer collaboration.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Talkdesk

SEPTEMBER 18, 2020

Foster a great culture This is the most important aspect in the success of managing remote support teams. As a CX leader, you must foster a culture of sharing experiences, knowledge and best practices to keep agents motivated. This will help align the team towards common goals.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

BlueOcean

JANUARY 26, 2016

If you’d like to hear more about Blue Ocean’s culture and unique offering in customized contact center solutions, get in touch. Baby Steps or Major Missions. We’d love to hear your thoughts on goal-setting and what it takes to make those goals reality. The post Did You Give Up on Your Resolutions Yet? appeared first on.

Average Handle Time 149

Average Handle Time Contact Center Sales Course 149

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

BlueOcean

MARCH 13, 2023

“I can analyze language and tone to infer a customer’s emotional state,” ChatGPT told us; but “it is not a perfect system and there may be limitations… Emotions can be complex and nuanced, and there may be cultural and contextual factors that can impact interpretation of language and tone.”

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

BlueOcean

JUNE 14, 2016

We all know that, in business, there are some corporate cultures and indeed some industries, (yes, lawyers, we’re looking at you) that promote the idea of work as a competitive sport. The “winners” are bragging about how little sleep they get and how many hours they log. In our business, every day is new game.

Contact Center 120

Contact Center Average Handle Time Call Center Sports 120

Horizon CX

MARCH 19, 2022

Therefore, it’s incumbent upon organizations to get the AI technology right first and unfortunately what is often overlooked in the application of the technology is the cultural aspect—the people side of the equation—and how it integrates within the technology. Small wonder then that the ROI of AI is only being reported by 10% of businesses.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. Make the customer experience central to your company culture. Get your agents thinking about, and practicing empathy.

How To 148

How To Average Handle Time Training Software 148

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. KPI #4: Average Handling Time (AHT). It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.

Self Service 117

Self Service Technology Customer Service Contact Center 117

TechSee

OCTOBER 31, 2019

Bad desktop tools rank highest on the list of contact center challenges and it’s no wonder that service reps hate having to handle their own technical issues when they should be helping customers with theirs. Demon KPIs. They occupy their waking hours, haunt their dreams and possess the innermost reaches of their souls.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

ShepHyken

SEPTEMBER 22, 2020

Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line. If your call center is not diverse and inclusive, then you can’t meet the diverse culture of your customers.”.

Self Service 15

Self Service Call Center Average Handle Time Omni-Channel 15

ShepHyken

JANUARY 18, 2022

Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources.

Average Handle Time 79

Average Handle Time Customer Journeys Sports Customer Experience Management 79

Playvox

DECEMBER 16, 2021

That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale. Some of the reasons driving disengagement include pay, industry, management, and company culture. Creating culture – Drive ongoing excellence.

Gamification 79

Gamification Contact Center Average Handle Time Employee Engagement 79

RapportBoost

OCTOBER 20, 2018

uses artificial intelligence to optimize chat conversations in order 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. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

Magellan Solutions

MAY 21, 2023

You can communicate with international customers from different cultures and time zones, speaking different languages. These metrics include call volume, average handling time (AHT), first call resolution (FSR), and customer satisfaction (CSAT).

Meeting 98

Meeting Call Center Average Handle Time First Call Resolution 98

TechSee

JUNE 4, 2019

Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions. The new breed of AI-based platforms reduces call center training times by delivering timely next best action advice during each customer episode. On-the-job learning.

Call Center 117

Call Center Training Technology Gamification 117

Magellan Solutions

APRIL 3, 2024

You have to invest time and resources into training those BPO chat agents on everything—your products, services, company culture, you name it. “At our company, we understand that exceptional customer service stems from empowering our team with the proper knowledge and fostering an uplifting culture. Our mission?

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Comm100

NOVEMBER 8, 2017

Negativity can create a horrible working culture for everyone else in the office, too. Negativity can create a horrible working culture for everyone else in the office, too. Manages Time Wisely. One of the most commonly evaluated metrics is an agent’s average handle time (AHT).

Customer Service 124

Customer Service Tips Average Handle Time Communication 124

NobelBiz

SEPTEMBER 3, 2024

Lack of appreciation, insufficient remuneration, high stress levels, and poor work culture will spur detachment in agents from their work and lower performance. Some of the most telling KPIs to monitor include: High Average Handling Time (AHT): Indicates that calls are taking too long to resolve, often due to inefficiencies or complex issues.

Call Center 98

Call Center How To First Call Resolution Contact Center 98