BlueOcean

AUGUST 15, 2016

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. The same is true for decreasing Average Handle Time. It’s a no brainer.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

NICE inContact

MARCH 13, 2019

I’m often asked the question, “I already have reporting. Similarly, while reporting and dashboards provide a plethora of information, and you can eventually get the insights and data you need, it might take manual exporting, data manipulation and analysis to get there. My weekly battle with this report typically took me 1.5

Report 136

Report Management Average Handle Time Gamification 136

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. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. We’ll look more at the average handle time metric later.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

TechSee

JANUARY 27, 2025

Practical Applications of Reasoning in CX and Service Here’s how AI Reasoning is making a real impact in customer experience and customer service: Diagnosing Technical Issues: AI can analyze customer-reported issues alongside product usage data to suggest solutions.

Interaction 124

Interaction Average Handle Time Multi-Channel Chatbots 124

Calabrio

MARCH 5, 2025

A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX. Performance tracking: Score and monitor agents’ performance metrics IBM reported that 78% of global executives have a plan to expand their use of GenAI into customer and employee experience management.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

iPerceptions

JANUARY 13, 2021

The post Improve Average Handle Time in the Call Center: A 6-Point Action Plan appeared first on Astute. Balance efficiency and quality with these six steps to improving AHT while still providing stand-out service.

Average Handle Time 62

Average Handle Time Call Center Contact Center Report 62

Calabrio

MARCH 5, 2025

Deliver Automated Reporting and Dashboards: Customer experience analytics solutions can automate the creation of comprehensive reports and dashboards, providing stakeholders with up-to-date insights into CX performance. These reports can be customized to track key metrics and monitor progress over time.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

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? Read more here for the truth about reported attrition rates.) Equally important is understanding call drivers and how metrics like Average Handle Time (AHT) stack over time.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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? Ideally, run this report bi-weekly and report the success and proposed improvements company-wide. Better email support.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. Mendix ) 50% of five-star ratings from insurance customers highlighted that a “positive or empathetic adjuster attitude and handling approach” is important to their satisfaction. (

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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. Read our Live Chat Benchmark Report 2021 for more insight on AHT.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

BlueOcean

OCTOBER 4, 2023

In our opinion, the basic formula for every great customer service interaction begins with your customer having easy access to a fast, accurate resolution in the channel of their choice, at the time of their choice, in the language of their choice. Providing bilingual French-English support has been a way of life in Canada since, well, forever.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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

Comm100

SEPTEMBER 6, 2022

According to Comm100’s Chat-to-Visit Ratio Report , the chat-to-visit ratio moves inversely to the visit volume a website receives, from 8.96% for the 0-5K segment down to 0.34% for the 500K+ segment. Per Comm100’s Chat-to-Visit Report , the average number of live chat agents that a company needs to serve 2272 chats per month is 6.

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

NICE inContact

JUNE 5, 2019

Like the nurse that left a message on my voicemail, anyone can look at a report and tell you what’s wrong. In the contact center, we might tell an agent “your average handle time is too high.” Even more so, the agent might not understand how to actually change his or her behavior to improve average handle time.

Contact Center 136

Contact Center Average Handle Time Exercises Video 136

Comm100

APRIL 28, 2021

Most live chat platforms come with some degree of reporting capacities, making it easy to monitor key performance indicators (KPIs). See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% Average resolution time.

Measurement 170

Measurement Abandon Rate Net Promoter Score Wait Times 170

TechSee

NOVEMBER 10, 2020

And when less time is spent on a call because the agent can provide the customer with visual guidance, average handling time is lowered and agent utilization improves as agents can deal with more calls per shift. When agents can verify with their own eyes that the issue has effectively been resolved, FCR improves.

Self Service 207

Self Service Customer Service How To Contact Center 207

Comm100

NOVEMBER 29, 2021

Recommended for you: How to Reduce Your Average Handle Time Fast. Set clear time expectations. Review proactive reports. The best thing that you can do to optimize the effectiveness of proactive live chat is to use the proactive chat report to optimize your strategy.

Average Handle Time 246

Average Handle Time Software Exceptional Customer Service Video 246

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Published on: October 16, 2018.

Report 68

Report Self Service Average Handle Time Contact Center 68

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

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. AI-Powered Summarization : Leverage generative AI to reduce average handle time (AHT) by 33% through concise call summaries.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. And if you can measure it, you can improve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

NICE inContact

NOVEMBER 28, 2018

This is often caused by systems not designed to deliver management reporting. When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

Experience Investigators by 360Connext

FEBRUARY 6, 2024

When assessing how to improve those scores, teams will often investigate several KPIs and operational metrics like the following: Average handling time: How long does it take for customer service agents to resolve customer issues?] Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Calabrio

MARCH 5, 2025

Customers who have their issues resolved quickly and efficiently are significantly more likely to report high satisfaction levels, driving up overall CSAT scores. 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

BlueOcean

JULY 9, 2024

A recent report shows that 67% of consumers in the U.S. We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times. actively cut back their spending due to the economy.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? What reports form the foundation of your quarterly business reviews?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. How many full-time employees do you have? What reports form the foundation of your quarterly business reviews?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

SurveySensum

OCTOBER 29, 2024

These techniques help process and analyze thousands of customer feedback, interactions, emotions, etc in a matter of minutes, automating repetitive tasks and generating analytical reports. However, what are the benefits of contact center analytics? Let’s find out! Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Interactions

APRIL 2, 2025

First, the IVA saves agent time by authenticating the customers identity and gathering information prior to escalation. That data is then shared with the live agent so that they can immediately help with the issue rather than wasting time on repetitive questions.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

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

Kayako

AUGUST 18, 2015

Calculate non-ticket time. If you simply take a 40 hour work week and divide it by AHT ( average handle time ) you’ll be underestimating the resource time you need to get through tickets. This leads to higher wait times for customers, and longer work days for agents. Calculate the time you spend on tickets.

Average Handle Time 120

Average Handle Time Metrics Meeting Training 120

InMoment XI

JULY 25, 2024

Think of Your Employees It is no secret that contact center agents have a high level of attrition, with some reports saying that the average annual attrition rate has jumped to as much as 80%, even as contact center interactions have increased.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

NICE inContact

NOVEMBER 7, 2018

Average Handling Time. Keep track of the total time it takes to handle a particular call , including talking time and being on hold. The less time it takes to handle a call, the more time there is for making sales. It should be one.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

InMoment XI

NOVEMBER 15, 2023

Actionable Insights and Reporting: The analytics solution should provide actionable insights in a digestible format. Look for robust CX reporting features that allow you to visualize data trends, track key performance indicators, and generate reports that facilitate data-driven decision-making.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59