InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. 40% reduction in average handle time (AHT). 25% reduction in product return rates.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Calabrio

MARCH 11, 2025

Frame the process as an opportunity for them to hone their skills, receive constructive feedback, and contribute to the overall success of the team and the company. Create ongoing feedback loopsand a culture of continuous improvement Frontline agents are hungry for feedback on their performancebut too often they arent getting it.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 5, 2025

Digital Interactions: Website and mobile app usage, social media mentions, online reviews, and feedback forms. Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Offline Interactions: In-store visits, point-of-sale data, and physical customer feedback.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Calabrio

MARCH 5, 2025

Eliminate Bias: Get an unbiased view of your contact centers calls with complete coverage of 100% of interactions Easy Feedback Delivery: Quickly access performance metrics in a simple dashboard and explore individual call details with an intuitive media player that enables transparency and simple sharing of feedback.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Lack of Support and Communication: Poor communication from management, inadequate support, and a lack of feedback can create a negative work environment.

Call Center 130

Call Center How To Contact Center Gamification 130

Calabrio

FEBRUARY 28, 2025

Benefits of voice analytics McKinseys research shows that traditional customer feedback methods only capture less than 2% of all voice interactions, leading to incomplete and unrepresentative data sets. These findings confirm the need for voice analytics software for full customer insights.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. Agent utilization rate can be measured as follows: Amount of live chats per month x Average Handle Time / Hours worked in a month x 60 minutes.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

Comm100

MAY 31, 2021

Average handling time (AHT): How long it takes your agents to finish a single chat with a single customer is a helpful metric to track, but it’s important to dig deeper to discover why handling times are longer or shorter than expected. Get feedback from your agents. What would motivate them more?

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

BlueOcean

AUGUST 13, 2024

We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? Equally important is understanding call drivers and how metrics like Average Handle Time (AHT) stack over time. Is the Service Level Agreement being met?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey. What are the Benefits of Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Leveraging their feedback needs to be, too. Customers are nuanced. Let me explain.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

Kayako

JUNE 8, 2017

Sure, you’re average handle time or time tracking is going to take a hit but does that matter if you’ve invested time in helping a customer get everything they need in your reply? If you’re not using a modern support tool, aim for first contact resolution and next issue avoidance in every reply. Observations.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. Collected through post-call surveys, CSAT scores provide direct customer feedback. A strong NPS indicates a loyal customer base.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Calabrio

MARCH 5, 2025

By reviewing recorded conversations and customer feedback, managers can identify areas where agents may need additional support or training to improve their FCR rates. As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%. What are the challenges of improving first call resolution?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

DECEMBER 13, 2024

For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth. And if you can measure it, you can improve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

NICE inContact

SEPTEMBER 5, 2018

Using specialized quality management tools, contact center managers can observe agents as they interact with customers and then provide specific feedback and coaching. Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

Thematic

DECEMBER 15, 2024

Flagging these issues in real time helps reduce response times and resolve issues more effectively. Monitor Agent Performance Sentiment analysis can also give you valuable feedback on your customer service agents. For example, you could use sentiment data to identify top-performing agents or pick up on areas for improvement.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

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.” Don't Give Random Feedback. Don't Coach to a Number. Call Center Life: The Coaching Randomizer.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc. Let’s find out! Well, not anymore.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

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

InMoment XI

APRIL 9, 2025

InMoments CI tool, for instance, features intelligent auto-tagging to categorize large volumes of feedback in real time. This automatic categorization routes and organizes interaction data, thus handling routine tasks and freeing up time for agents to build strong customer relationships.

195

195

InMoment XI

NOVEMBER 15, 2023

Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback. For instance, an e-commerce company analyzing customer feedback may discover emerging trends in consumer preferences, allowing them to proactively adapt their product offerings and gain an edge in the market.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Kayako

MARCH 29, 2019

You can gauge first response times, average handle times, customer feedback scores… the sky’s the limit. Gather Customer Feedback and Actually Act on It. That’s why there’s absolutely no substitute for real customer feedback. You have to actually use their feedback.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

NICE inContact

JANUARY 8, 2019

CSAT is a measurement that is based on customer feedback. The higher the percentage of positive customer feedback, the better your CSAT score. The time a customer today is prepared to wait to speak with (or receive a reply from) an agent has not gotten any longer. Let’s investigate. . So far, so good. .

Call Center 120

Call Center Customer Satisfaction Self Service Net Promoter Score 120

Calabrio

OCTOBER 4, 2024

Traditional QM processes typically rely heavily on manual evaluations, which are time-consuming, resource-heavy, and prone to inconsistencies and biases. Plus, they enable teams to review just a fraction of interactions, performance assessments are often left incomplete, and feedback is slow to reach the agents who need it.

Contact Center 130

Contact Center Management Effort Score Analytics 130

ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98

TechSee

JULY 9, 2019

Customers hate to repeat themselves – it increases customer effort and drives up Average Handling Time (AHT). Paying close attention to negative customer feedback is much more useful than positive “thumbs up” responses as they can identify the exact moments in a customer episode that must be improved.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

Eptica

JANUARY 9, 2019

At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them! Share this page on: Tweet. We hope you enjoy reading/re-reading them!

Average Handle Time 89

Average Handle Time Self Service ROI Chatbots 89

NICE inContact

MARCH 13, 2019

For example, your ACD provides you the average calls handled per agent per month, average handle time, and days worked per month – three data points needed to calculate an agent utilization metric. An effective performance management platform empowers you to activate and take your data to the next level.

Report 136

Report Management Average Handle Time Gamification 136

Kustomer

SEPTEMBER 19, 2022

Containment rate, or its alternative name, “deflection rate,” is the percentage of total conversations fully handled by a chatbot, and is a key metric to track when trying to figure out how well your chatbot is performing. For example, will the average handle time increase now that agents are only handling more complex inquiries?

Customer Service 91

Customer Service Average Handle Time Chatbots Self Service 91