InMoment XI

DECEMBER 18, 2024

Tools like real-time call transcriptions provide agents with the information they need for quick and effective issue resolution. It increases sales and conversions. From your internal collaboration tools to call center software, these integrations connect experience data from everywhere to accelerate your products time-to-value.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 5, 2025

Thanks to advances in AI, the latest customer experience analytics tools are enabling businesses to analyze seemingly countless interactions in real time and driving a new level of precision for service, sales, marketing, product management, and beyond. Boosts in sales performance. increase in annual top-line revenue.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

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. A high number of missed chats may also indicate that agents are spending too much time on each chat.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

Vonage

JANUARY 20, 2016

But, did you know that by using a CTI adapter to integrate inbound and outbound phone calls with your CRM , you can extend your investment, while driving dramatic improvements in sales and service productivity. Perhaps nothing is more important than monitoring and tracking the performance of your sales and service teams.

CRM 120

CRM Sales Gamification Call Center 120

BlueOcean

DECEMBER 5, 2017

This multinational communications, electronics and IT corporation has a health solutions arm delivering connected devices for which Blue Ocean provides both sales support and customer service support. The Challenge. However, the IVR was not integrated with the client’s off-the-shelf, cloud-based help desk ticketing system, Zendesk.

Case Study 149

Case Study Study Communication Average Handle Time 149

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

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.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

NICE inContact

MARCH 10, 2016

Conversion Rate : This metric tracks the number of calls or connections that resulted in a positive outcome (sale, money collected, donation taken, etc.). Average Handle Time : Similar to average wait time, average handle time is the total time that a customer spends from initial call/chat/email/social message until their issue is resolved.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

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

Comm100

MAY 31, 2021

A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Share how impressed management was with how they handled a tough customer, or how they asked for help in a difficult situation. But it’s completely worth the effort. Set measurable and clear goals.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

BlueOcean

JULY 9, 2024

Online sales are expected to exceed $1.7 trillion by 2027, representing an all-time high of over 20% of all retail sales. At the helm of this increase is the boom of online food and beverage orders, in which growth is nearly double that of all average eCommerce sales. These are stunning statistics.

Loyalty 177

Loyalty Brands Ecommerce Average Handle Time 177

rethinkCX

FEBRUARY 13, 2025

Understanding the Call Center Landscape A call center serves as a hub for customer support, sales, and problem resolution. These centers operate in various models, including inbound centers that handle customer inquiries and outbound centers focused on sales and customer outreach.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

BlueOcean

DECEMBER 18, 2023

Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time. Additionally, as mentioned above, these sophisticated platforms can provide agents with real-time cues based on emotion analysis or other specific support needs.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

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

InMoment XI

MARCH 22, 2025

It leverages artificial intelligence (AI) to analyze customer conversations, giving you real-time insights into customer sentiment and satisfaction with your brand. Great businesses arent built on sales alonetheyre built on relationships. Spotting pain points helps you connect, solve problems, and earn trust.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

NICE inContact

NOVEMBER 28, 2018

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. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

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

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. Want to learn more about the end-to-end WFO solutions Calabrio delivers to reduce attention , drive productivity , and provide better service and sales ?

Call Center 130

Call Center How To Contact Center Gamification 130

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. And there is plenty of research that shows that the simple act of measuring by itself will lead to improvement.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. And there is plenty of research that shows that the simple act of measuring by itself will lead to improvement.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

MAY 13, 2021

In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 Just look at Walmart’s third quarter online sales , which were up a jaw-dropping 79%. Convenience: First Among Equals.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

InMoment XI

DECEMBER 13, 2024

It tracks KPIs like chat response times, email resolution rates, and social media engagement. Businesses relying on call centers to drive sales and strengthen relationships should invest in a call center dashboard. For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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. Furthermore, cross-collaboration with departments like tech, sales and marketing will allow you to take into account technical updates, promotions and sales that will impact volume.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

NICE inContact

FEBRUARY 6, 2019

A successful CX organization tries to build a centralized view of CX; aligning different groups – Marketing, Sales, Service and beyond. Here are a few basic aspects to consider as you look at your CX initiative: CX is a company-wide and process-driven initiative. It is never a silo-ed operation, it is a team sport.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

NICE inContact

NOVEMBER 7, 2018

If a customer has to call over and over again or get transferred from agent to agent, satisfaction will go down and sales will be lost. Average Handling Time. Keep track of the total time it takes to handle a particular call , including talking time and being on hold.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Calabrio

MARCH 22, 2025

Turn voice-of-customer insights into better marketing and sales strategies The contact center offers unparalleled insight into the true voice of your customer. Voice of Customer (VoC) tools used in the call center can drive value well beyond it, informing more effective marketing strategies and sales tactics.

Contact Center 130

Contact Center Management Strategy Call Center 130

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! If the business expects nick-nack sales to increase throughout the year, you can assume to same for calls.

Contact Center 136

Contact Center Data Management Average Handle Time 136

NICE inContact

AUGUST 13, 2019

A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! If the business expects nick-nack sales to increase throughout the year, you can assume to same for calls.

Contact Center 136

Contact Center Data Management Average Handle Time 136

TechSee

SEPTEMBER 26, 2024

For example, while Agentic AI could technically handle customer churn issues, many brands will look to maintain a high level of human connection when handling these high-value interactions. This proactive approach helps businesses capture additional customer revenue without human intervention or aggressive sales tactics.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 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 Training Meeting 120

NICE inContact

JULY 12, 2019

Consider this: Digital customer service can save money, increase sales, and delight customers — leading to long-term loyalty and more spending. NICE inContact customers have reported: 61% sale conversion rate 70% reduced resolution time 90% higher CSAT 300% scaled operations with no additional headcount.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

CSM Magazine

DECEMBER 9, 2024

Unforeseen costs and implementation complexities that weren’t part of the glossy sales pitch. This approach has already helped organisations achieve significant improvements in key metrics such as first-contact resolution rates, average handling times, and customer satisfaction scores. The culprits?

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

BlueOcean

JANUARY 26, 2016

Baby Steps or Major Missions.

Average Handle Time 149

Average Handle Time Contact Center Sales Course 149

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%. Let’s discuss these benefits in detail.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

NICE inContact

AUGUST 22, 2019

An agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. That’s life! Intraday reforecasting. Schedule changes. as necessary.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136

NICE inContact

AUGUST 22, 2019

An agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. That’s life! Intraday reforecasting. Schedule changes. as necessary.

Contact Center 136

Contact Center Management Employee Engagement Average Handle Time 136