ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time Call Center Virtual Call Center Knowledge Base 52

TechSee

NOVEMBER 27, 2024

In fact, many service leaders have found that customers on digital channels such as chat have far higher expectations for timely resolution than customers over traditional channels like phone calls. 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

FEBRUARY 28, 2025

Improved first call resolution (FCR) and reduced average handle time (AHT): Voice analytics software enables businesses to address concerns more effectively on the first call, improving FCR rates. It also supports quality assurance by enabling managers to review voice calls and maintain high customer service standards.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

Calabrio

MARCH 11, 2025

Data-Driven Decision Making: QA provides a wealth of data that informs strategic decisions related to training, resource allocation, and customer experience initiatives. Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

OCTOBER 30, 2024

Average Time to Bind: Tracks the time needed to finalize a policy after a customer accepts the quote. Shorter times indicate that you are properly utilizing digital solutions like automation to streamline your workflows. Their resources allow them to offer innovative digital experiences and quick services.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. You are either paying for a highly skilled bilingual resource who may only use that second language on a small percent of the calls they handle; or you have uni-lingual resources who are under utilized throughout their shift.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

JUNE 26, 2018

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. 4 Essential Resources to Read Before You Craft Your Contact Center RFP. Finding the right balance is key. Let us know today.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

NobelBiz

DECEMBER 3, 2024

Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. Additionally, optimized resource allocation helps streamline operational costs, ensuring the center remains financially sustainable while maintaining high service levels.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

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. into a single interface.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. Forecast accuracy is crucial; otherwise, businesses risk overlooking growth opportunities and wasting resources. Here are some key benefits: It helps optimize resource allocation. It improves cash flow management.

195

195

Calabrio

MARCH 5, 2025

Beyond being an indicator of customer experience success , its also a reflection of the efficiency and knowledge of your frontline agents, as well as the effectiveness of your internal processes and resources. As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%.

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 insights inform training programs and guide resource allocation for better customer service.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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. As the industry shifts toward omnichannel communication, traditional KPIs like Average Handle Time must adapt.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

NICE inContact

JANUARY 31, 2019

Cloud computing – Wikipedia defines cloud computing as shared pools of configurable computer system resources and higher-level services that can be rapidly provisioned with minimal management effort, often over the Internet. Cloud computing relies on sharing of resources to achieve coherence and economies of scale.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

InMoment XI

JULY 25, 2024

Given this, providing agents with comprehensive training and access to the necessary resources to solve problems quickly and efficiently is important. Agent & Manager Dashboards Employee dashboards will help improve the contact center experience by providing real-time visibility into key performance metrics and operational data.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

This is often because there is a lack of resources — managing one or two metrics is all one person or team can handle. Other times, it’s simply a symptom of the embarrassment of riches; too many choices can be overwhelming, and we end up not making any moves.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

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. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.

Call Center 130

Call Center How To Contact Center Gamification 130

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

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

BlueOcean

AUGUST 19, 2024

One key to succeeding in customer support is keeping accurate, relevant and meaningful metrics such as Average Handle Time (AHT), Speed to Answer, First Contact Resolution (FCR), Agent Attrition, Process Adherence, and Productivity, just to name a few. But the trick is knowing what to measure.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

AUGUST 19, 2024

One key to succeeding in customer support is keeping accurate, relevant and meaningful metrics such as Average Handle Time (AHT), Speed to Answer, First Contact Resolution (FCR), Agent Attrition, Process Adherence, and Productivity, just to name a few. But the trick is knowing what to measure.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

JULY 9, 2024

Big brands—ones with significant human and financial resources—remain ahead of the game. 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. Pickup and delivery options also continue to expand.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

NICE inContact

MAY 14, 2019

Intraday reforecasting allows for the contact center to reevaluate needs based on the day-of trending of volume, average handle time, and service levels. For more ways on how to elevate your contact center, check out these resources. That’s where intraday management and reforecasting comes into play!

Contact Center 136

Contact Center Management Average Handle Time Course 136

NICE inContact

OCTOBER 12, 2018

Because in this case the caller does often not reach an appropriately skilled resource, this “opt-out” will typically result in a transfer, and very often a “cold” transfer. Numerous internal transfers lead to increased and lengthy average handling times for live agents, which can be incredibly expensive for companies.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

Comm100

APRIL 28, 2021

Average resolution time. Average resolution time, or average handle time, tells you how long it takes on average for your agents to resolve your customer queries. A low average handle time can indicate that your team is doing a good job of handling live chat inquiries quickly and efficiently.

Measurement 170

Measurement Abandon Rate Net Promoter Score Wait Times 170

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 0

Self Service Contact Center Call Center Average Handle Time 0

NICE inContact

OCTOBER 15, 2019

They are simply routed to the best resource for the fastest resolution—reducing their effort and increasing their satisfaction. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length. Integrating also enables you to triage interactions or provide tiered levels of service.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

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. Improve AHT with knowledge bases. Enhance new hire training with clear workflows. This starts from the first day on the job.

Call Center 196

Call Center Self Service Strategy Contact Center 196

NICE inContact

NOVEMBER 1, 2017

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

Self Service 149

Self Service Contact Center Call Center Average Handle Time 149

TechSee

SEPTEMBER 26, 2024

Agentic AI’s ability to handle complex workflows autonomously means fewer human agents are required for routine or even complex tasks. This reduces the need for second or third-tier support teams and reduces the resources necessary to manage escalations, returns, and technician dispatches.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

Calabrio

SEPTEMBER 30, 2020

Leaders first tapped Calabrio Analytics to identify which of their calls had long and or multiple holds, then used Calabrio’s Desktop Analytics to understand exactly how agents handled these calls/holds. Revealingly, they discovered the sample group maintained an average handle time that was significantly above target.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

TechSee

JULY 9, 2019

Having the right desktop tools and resources can turn any agent into a multiskilled product expert, enabling them to resolve the issue at the first time of asking. That’s why it’s vital to make sure Tier 2 agents have access to the same customer histories – ideally visual resources. Tricky transfers. Faulty UI/UX.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

BlueOcean

AUGUST 15, 2016

Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting. The same is true for decreasing Average Handle Time. First Step: Smart Forecasting. Lower volume equals reduced staffing needs, which equals lower costs.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

BlueOcean

MAY 13, 2021

Big brands—ones with resources and manpower—were ahead of the game. 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. And the biggest common denominator behind these purchases is convenience.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Calabrio

SEPTEMBER 30, 2020

Leaders first tapped Calabrio Analytics to identify which of their calls had long and or multiple holds, then used Calabrio’s Desktop Analytics to understand exactly how agents handled these calls/holds. Revealingly, they discovered the sample group maintained an average handle time that was significantly above target.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

BlueOcean

SEPTEMBER 10, 2024

Standard call measures like average handling time, first call resolution, and conversion rate are important, but these numbers are likely to be similar across vendors. For your benefit, you want to make sure that you have the right makeup of vendor project management resources to sync up with your internal team.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156