Comm100

MAY 31, 2021

Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. But it’s completely worth the effort. A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Set measurable and clear goals.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

Calabrio

MARCH 22, 2025

30 Contact Center Management Best Practices: Tips to Take Performance to New Heights Now that weve covered the basics, lets dig into the details and best practices of contact center management within each the key areas discussed above. Use these tips to effect a more holistic contact center management approach: 21.

Contact Center 130

Contact Center Management Strategy Call Center 130

Myra Golden

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

Average Handle Time 104

Average Handle Time Tips Contact Center Video 104

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

Calabrio

MARCH 5, 2025

As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%. Its also important to evaluate FCR in context of other contact center KPIs such as average handling time (AHT) and customer satisfaction (CSAT) to get a more complete view of your contact center productivity.

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

Comm100

NOVEMBER 29, 2021

Setting up live chat across your site also allows you to track visitors across your site so you can see what pages they have visited previously, and what page they are on in real-time. Top tip: For some companies, making live chat universal across the site may not be the best option. Set clear time expectations.

Average Handle Time 246

Average Handle Time Software Exceptional Customer Service Video 246

NICE inContact

FEBRUARY 6, 2019

In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. CX metrics are not your operational KPIs.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

Comm100

APRIL 28, 2021

See how you stack up: Comm100’s 2021 Benchmark Report found that the average live chat customer satisfaction (CSAT) rate increased by 1.5% from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. . Recommended reading: How to Create Customer Satisfaction Surveys: Ready-Made Templates, Questions & Tips .

Measurement 170

Measurement Abandon Rate Net Promoter Score Wait Times 170

Interactions

APRIL 2, 2025

Innovative features that leverage human-AI augmentation and Gen AI can tip good customer experiences into stellar territory and lead to benefits that drive deeper efficiencies and insights. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

InMoment XI

JULY 25, 2024

How to Improve Your Contact Center Experience Whether you have an established contact center or are just looking for tips to help you get started, investing in tools, employees, and processes can improve your contact center experience. Happy and motivated agents are more likely to provide excellent customer service.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Tip: As you perform your interview, watch out for good listening skills in your candidate.

Customer Service 148

Customer Service Tips Average Handle Time Communication 148

NICE inContact

NOVEMBER 14, 2018

This also has the added benefit of helping you make and present a convincing business case when the time comes for recommending a solution for approval. Here are some tips: State the business objective(s). One way we will accomplish this is by improving our call Average Handle Time (AHT). Here is a quick example.

Contact Center 120

Contact Center Average Handle Time Financial CRM 120

Playvox

JUNE 10, 2022

Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. In fact, McKinsey estimates that “the average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”.

Contact Center 69

Contact Center Tips Sports Average Handle Time 69

Comm100

SEPTEMBER 6, 2022

To keep your live chat time down, we recommend that you make use of new software advances, such as canned message shortcuts, to reduce overall chat duration and speed up time customers spend on chats. For more tips, read our blog post: How to Reduce Your Average Handle Time Fast.

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

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

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. As usual, we’re biased, but we can prove why we believe the answer is yes.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

ShepHyken

JULY 11, 2022

Here are a few tips to make sure your company is approaching CX in an effective manner that helps you optimize your ability to turn qualified leads into conversions. The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time).

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

Comm100

MARCH 28, 2019

This issue can be a tricky one to resolve, but here are some tips to help: Make sure that your chat routing rules are set up to allow customers to be connected to the right agent, first time. You also need to make sure that your customer is getting through to the right agent to begin with, to avoid unnecessary transferring.

How To 168

How To Average Handle Time Training Software 168

rethinkCX

MARCH 4, 2025

A single call can tip a customer from frustration to fandom or send them packing to a competitor. The stakes are high: companies with top-tier CX see loyalty rates climb 20% higher than average. No average handle time quotas herejust a mandate to wow. Thats not a fluke; its policy. The payoff?

Case Study 52

Case Study Study Brands Customer Experience 52

TechSee

SEPTEMBER 18, 2019

One important KPI is Average Handling Time (AHT), which measures the average duration of communications between agents and customers. Tips and Tricks to Boost ACW Efficiencies. Another 32% are in the early stages of using ACW as a metric for agent performance.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

CSM Magazine

JUNE 25, 2021

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience. Negative reviews can stop an average of 40% of buyers from wanting to buy from a business. Top 3 tips to reduce WISMOs.

Self Service 76

Self Service Tips Retail Average Handle Time 76

rethinkCX

MARCH 4, 2025

Their agents cut average handle time by 25% with AI whispering scriptspolished, on-brand, and spot-on. Our call center management tips pair this with agent prep, closing gaps before they widen. Customer asks, Whys my order late? AI suggests: Apologize, check tracking, offer a discount if delayed over 48 hours.

Call Center 52

Call Center Software Average Handle Time First Call Resolution 52

Thematic

DECEMBER 15, 2024

💡 Thematic Expert Tip: Combined Sentiment and Thematic Analysis Thematic uses sentiment analysis algorithms that are trained on large volumes of data using machine learning. Average Handle Time (AHT) Average Handle Time is a standard contact center metric for tracking the length of customer service interactions.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. As usual, we’re biased, but we can prove why we believe the answer is yes.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Comm100

SEPTEMBER 7, 2017

Average handle time is of great significance to customer satisfaction. To further reduce first contact resolution, here we offer 12 essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Sports 164

Sports Average Handle Time Call Center Customer Service 164

Kustomer

OCTOBER 28, 2020

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

Chatbots 52

Chatbots Average Handle Time Tips Customer Satisfaction 52

Kustomer

OCTOBER 28, 2020

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

Chatbots 52

Chatbots Average Handle Time Tips Customer Satisfaction 52

Kustomer

SEPTEMBER 29, 2020

During times of crisis, customer needs change. Some organizations chose to shift their success metrics away from average handle time, as customers demanded (and valued) longer interactions. Want our full list of predictions, along with tips on how to deliver exceptional service in 2021?

Average Handle Time 109

Average Handle Time Consumers Report Customer Service 109

Oracle

NOVEMBER 23, 2020

By reducing the interpretation of complex content and providing consistent answers across multiple channels, the solution gives users a quicker and more confident path to the right answer the first time, improving customer service. For associates, this reduced time to proficiency, reduced average handling time, and increased confidence.

Innovation 75

Innovation Customer Service Banking Self Service 75

Magellan Solutions

MAY 28, 2020

If you’re a small business owner looking for proactive ways to increase your customer base and revenue stream, these tried-and-tested outbound telemarketing tips will help you capture the attention of your clients and make them listen to your entire pitch. Outbound Telemarketing Tips You Can Do Today. What is Outbound Telemarketing?

Tips 52

Tips Average Handle Time Call Center Training 52

TechSee

AUGUST 14, 2018

Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT).

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

Comm100

JULY 29, 2020

Setting up live chat across your site also allows you to track visitors across your site so you can see what pages they have visited previously, and what page they are on in real-time. Top tip: For some companies, making live chat universal across the site may not be the best option. Set clear time expectations.

Average Handle Time 130

Average Handle Time Video Exceptional Customer Service Software 130

Magellan Solutions

JUNE 18, 2021

. – This will help many small lending companies to gain more applicants as they can market their fast turnaround time. More Emphasize on Average Handling Time. But now, they’re taking time to answer calls as it’s the way of customers to ask for the status of their payment since no one can go outside.

Call Center 52

Call Center Tips How To Average Handle Time 52

Provide Support

NOVEMBER 8, 2016

In rush hours average handle times often shoot upward, wait times escalate, which leaves many customers frustrated. Total planned spending this year is second only to the record total spending in 2015, at $952.58.

Customer Satisfaction 73

Customer Satisfaction Average Handle Time Wait Times Retail 73

NobelBiz

MAY 24, 2022

In this article, discover 5 tips to manage remote call center agents successfully. They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.). Here are the 5 tips to tackle them: 1.

Call Center 52

Call Center Tips Virtual Call Center Management 52

Playvox

JULY 6, 2020

When scaling and streamlining your customer service teams, most companies first look at how to reduce areas such as First Response Time (FRT), First Contact Resolution (FCR) or Average Handle Time (AHT) among others.

Average Handle Time 63

Average Handle Time Customer Service Customers Company 63