Average Handle Time eBook Technology 
Comm100
MAY 28, 2020
If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.
Uniphore
NOVEMBER 16, 2021
Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). And shift we did. Today digital banking is the norm rather than the exception and there’s no going back.
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Uniphore
JANUARY 24, 2022
It’s time to rethink real-time agent coaching—with AI-powered agent assist technology. Average handle time cut by 2 minutes for a healthcare service leader. Check out our Agent Assist eBook to learn how to make your desktop work smarter—so you can make every agent your best agent. Learn More.
Uniphore
JUNE 10, 2021
While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.” Download the eBook. Don't Coach to a Number. Jacada’s Agent Assist can put you on the right path.
Uniphore
JUNE 7, 2021
Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. For those still holding out, the primary concern was the business case for the technology. Trust the technology but also your agent's instincts. Make Every Agent Your Best Agent.
ShepHyken
JANUARY 18, 2019
This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.
Playvox
NOVEMBER 1, 2022
According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.
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