CSM Magazine

SEPTEMBER 17, 2020

Average handling time is a metric that is measured by all contact centres. The faster a customer’s issue is resolved, the better service they are receiving. With call times shortened, agents are free to answer more of these calls during the working day, reducing wait times, which is often a common complaint of customers.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

NobelBiz

FEBRUARY 22, 2023

This results in extended average handling times , lower resolution rates, and more churn. For instance, when you see that someone calls your business on a Monday and makes an appointment for Thursday, you can automatically use this information to make arrangements to handle such a request in a way that will be more efficient.

Contact Center 52

Contact Center Analytics Data Call Center 52

NobelBiz

FEBRUARY 25, 2025

Average Handling Time (AHT) optimizing the time spent on each call. Customer Satisfaction (CSAT) understanding how customers feel about interactions. Net Promoter Score (NPS) measuring customer loyalty and advocacy. Keyword Spotting: Flags compliance-related terms or recurring customer complaints.

Call Center 52

Call Center Management Contact Center First Call Resolution 52