Myra Golden

FEBRUARY 10, 2023

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down!

Average Handle Time 52

Average Handle Time Contact Center Customer Experience Design Customers 52

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). You can move customers out of venting, rambling, and storytelling using Reframing Statements. I’m listening, and I have an answer.

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Average Handle Time Tips Contact Center Video 104

BlueOcean

MARCH 13, 2023

Though initial results look positive—reduced average handle times and faster resolution—there were other more subjective issues that weren’t anticipated, such as higher agent stress as they struggled to adjust to this hands-on AI tool.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Myra Golden

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. This focus will shave seconds, if not minutes, off your talk time!

Contact Center 52

Contact Center Average Handle Time Strategy Healthcare 52

Myra Golden

APRIL 11, 2023

This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy. One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52