BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Kayako

MARCH 29, 2019

When it comes to measuring the performance of your customer service team, there’s no shortage of metrics and numbers you can track. You can gauge first response times, average handle times, customer feedback scores… the sky’s the limit. But what do all those numbers actually mean?

Customer Service 194

Customer Service Self Service Average Handle Time Metrics 194

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.

Contact Center 124

Contact Center Average Handle Time Training Video 124

TechSee

APRIL 24, 2023

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. The right support technologies will make your agents more efficient, effective, and productive.

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

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. Some metrics may even lead to customer neglect. Quotes: “If you want to see a big impact, you have to work on it regularly.

Average Handle Time 80

Average Handle Time Customer Journeys Sports Customer Experience Management 80

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

ShepHyken

JANUARY 11, 2022

Top Takeaways: The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX. Some metrics may even lead to customer neglect. They discuss what CX teams need to let go of in order to succeed in the new era of CX.

Average Handle Time 70

Average Handle Time Omni-Channel NPS Metrics 70

UJET

DECEMBER 10, 2020

Customers and Business Leaders Win with Virtual Agents, Too. Virtual Agents improve the customer experience and overall business efficiency, too. Reduce average handle time. Virtual agents speed up average handle time (AHT) for customer service interactions.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Customers and Business Leaders Win with Virtual Agents, Too. Virtual Agents improve the customer experience and overall business efficiency, too. Reduce average handle time. Virtual agents speed up average handle time (AHT) for customer service interactions.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Kustomer

JUNE 1, 2020

Define Success. While it may be tempting to chase a quick average handle time or a CSAT benchmark, you might find more use in pursuing customer outcomes as your primary goal. If your agents are instructed to simply make your customers happy, they’ll be less likely to game the numbers in their favor.

Measurement 52

Measurement Average Handle Time Data How To 52

ViiBE Blog

AUGUST 19, 2020

Call centers are well-known for being at the heart of customer success operations. These complex, busy hubs can greatly enhance a company’s customer experience. Consider the actions below in order to set up an efficient and successful call center.

Call Center 52

Call Center Average Handle Time Case Study Guidelines 52

eGain Blogs

FEBRUARY 7, 2020

. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.” Average Handle Time (AHT). Average Speed to Answer (ASA).

Call Center 52

Call Center Metrics Self Service Contact Center 52

RapportBoost

JANUARY 7, 2019

uses artificial intelligence to optimize chat conversations which drives 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

Average Handle Time 40

Average Handle Time Contact Center Social Media Customer Centricity 40

Bold360

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. Bettina Gerlich, Customer Success Manager at Bold360.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

GlowTouch

JULY 10, 2020

Reduced resolution time means reduced costs. While the industry-standard average handle time (AHT) for phone interactions is 6 minutes and 3 seconds , most live chat issues get resolved in 42 seconds or less — a huge difference! A certified Woman-Owned Business and six-time Inc. Reduced Costs.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

Kustomer

JANUARY 27, 2022

Joshua has a rich background in tech and CX as a Customer Success Engineer at Google. Adding this fresh perspective to CX is super valuable in this space because it allows teams to think outside the box for the best ways to help customers. If you’re looking to revamp the way your company utilizes data, this episode is for you!

Data 80

Data Metrics CRM System 80

Kustomer

JULY 1, 2021

Dan Brady, Customer Success Manager at Pura Vida Bracelets gleaned insights on channels through networking with other DTC leaders. “I’ve They also have the longest average handle time. I know … some companies will have agents doing as many as three, four or five live chats at a time.

Retail 65

Retail Omni-Channel Brands Average Handle Time 65

Team HGS

AUGUST 13, 2019

The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Michael Truett, Head of Customer Success and Engagement, Newsela. Takeaway One: Where does the customer journey start? Frank Zimmerman, Global Head of Partnerships, Nosto.

Management 40

Management Conference Average Handle Time Contact Center 40

NobelBiz

JUNE 4, 2024

Analytics and Reporting Advanced analytics and reporting tools provide critical insights into call center performance and customer behavior. These tools allow managers to monitor key metrics such as call volume, average handling time, customer satisfaction scores, and more.

Call Center 52

Call Center Customer Service Social Media Contact Center 52

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. We bring mutual customer success.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. We bring mutual customer success.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Kustomer

FEBRUARY 3, 2022

The better informed the frontline agents are on their customers, the better they can provide the right, cost-effective solutions from the get go. I mean, we have everything from our average speed to answer or how fast are we talking to the customer? We have our average handle time that we could go after.

Customer Journeys 84

Customer Journeys Data Analytics Interaction 84

Natalie Petouhof

SEPTEMBER 1, 2015

Service Wave Analytics will deliver: Analytics for Service Leaders: Key performance indicators—including average handling time, customer satisfaction and first call resolution—can be instantly explored through pre-configured templates developed to give service leaders with the metrics they need to take the pulse of their team’s performance.

Analytics 40

Analytics Omni-Channel Average Handle Time First Call Resolution 40

SmartKarrot

NOVEMBER 9, 2021

Internal customer services need to be measured just like external customer services. You can use metrics and standards like average response time , average handling time, and employee satisfaction percentage to measure your internal customer service performance.

Tips 10

Tips Customer Service Average Handle Time Culture 10

Natalie Petouhof

AUGUST 13, 2015

Another reason is that when customers tried to get service by dialing the customer service 1-800 number, they were often met with long wait times, agents that didn’t have all their information in front of them (the company didn’t have the type of computer telephony were all you info was pulled up from the phone number and delivered to the agent) or (..)

Customer Service 40

Customer Service Social Media Airlines Hotels 40