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? How does their attrition rate compare to the industry average? Less hiring also contributes to lower agent training costs. Is the Service Level Agreement being met?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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. Inadequate agent training is another critical challenge.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. Reduce Cost to Serve and Handle Time Conversation analytics can significantly reduce the cost of serving and handling time by identifying inefficiencies in agent interactions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

BlueOcean

DECEMBER 18, 2023

Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time. When 100% of interactions are being analyzed, coaching and training can be highly tailored to each agent’s specific needs based on strengths and opportunities. It’s a win-win situation.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Training Technology Gamification 117

BlueOcean

SEPTEMBER 10, 2024

Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) and outline your approach to new hire training. What is unique about your agent training regimen? What’s your maximum class training size for in-person training? For remote training?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.) and outline your approach to new hire training. What is unique about your agent training regimen? What’s your maximum class training size for in-person training? For remote training?

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

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. Train and Empower Your Agents Provide ongoing training programs that cover product knowledge, customer service skills, and contact center tools.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

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 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 240

Measurement Average Handle Time Wait Times How To 240

LiveChat

APRIL 25, 2016

On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. This will prove to be very productive in very short period of time.

Average Handle Time 28

Average Handle Time Call Center First Call Resolution Analysis 28

TechSee

JUNE 17, 2024

And when paired with Generative AI , visual AI can accelerate training processes, average handle time, and reduce cost, while dramatically improving overall performance. This is why they train their models to be multi-modal, using audio, images and text. MAC address, IP, model number, etc).

Customer Service 124

Customer Service Average Handle Time Video Healthcare 124

TechSee

SEPTEMBER 26, 2024

Lower Staffing Requirements/Faster Training : By automating many customer interactions, businesses can maintain leaner support teams while still delivering exceptional service, leading to savings on salary, benefits, and training costs. Similarly, Agentic AI can be a powerful agent assistant, facilitating faster onboarding.

ROI 109

ROI Strategy Average Handle Time Net Promoter Score 109

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. In fact, 91 percent said they were likely to quit‡ in a recent survey, with nearly half citing stress and inadequate training. Learn More.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

TechSee

FEBRUARY 23, 2023

Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first contact resolution (FCR) while adjusting to their new duties. Visual assistance is practical even when agents require more experience with wide-ranging support.

Contact Center 124

Contact Center Average Handle Time Training Video 124

TechSee

APRIL 24, 2023

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. Shore Up Your Agent Training / Retraining To ensure that your agents effectively use new support technologies, it’s important to provide structured training.

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

NICE inContact

JUNE 5, 2019

In the contact center, we might tell an agent “your average handle time is too high.” However, the agent may not understand why average handle time is important and how it impacts both the customer experience and operational efficiency. This is where an effective coach comes in.

Contact Center 136

Contact Center Average Handle Time Exercises Video 136

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

BlueOcean

DECEMBER 5, 2017

These steps and manual entry resulted in longer Average Handle Times, lower quality customer experience, and, sometimes, inaccuracies or errors in customer information. From there, agents underwent one-on-one training to get up to speed quickly. Streamlining this process would improve all of these areas. The Tactics.

Case Study 149

Case Study Study Communication Average Handle Time 149

Calabrio

SEPTEMBER 30, 2020

How they did it: Contact center leaders decided to analyze a group of 14 new agents who were participating in onboarding and product training while completely remote. 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

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

Uniphore

JUNE 10, 2021

63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. However, when agents are trained to over-optimize for metrics, like AHT, customer service often suffers. Better Retention.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Calabrio

SEPTEMBER 30, 2020

To correct the situation, leaders quickly built and delivered to the entire contact center team a custom training plan featuring tangible examples of proper/meaningful apologies, then provided additional, individualized training sessions to agents needing extra guidance. Idaho Central Credit Union.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

BlueOcean

NOVEMBER 13, 2019

In both cases, there is also thorough initial and ongoing training to ensure every agent has the intricacies of your brand top of mind and stays up-to-date with evolving policies. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores.

Contact Center 120

Contact Center Average Handle Time Policies First Call Resolution 120

ShepHyken

AUGUST 25, 2021

There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. I’d like to add one more to the many metrics, which is how many times you make the customer tell the story. As Jason pointed out, that’s not always the case.

Average Handle Time 158

Average Handle Time Social Media Customer Service Training Customer Service 158

Interactions

DECEMBER 9, 2022

But even with background checks and comprehensive training, compliance has always been a potential source of fraud. Five million dollars is the average cost per breach involving a remote worker (IBM Security, Cost of a Data Breach Report 2022). Specifically, the security of customers and employees.

Average Handle Time 118

Average Handle Time Contact Center Banking CRM 118

TechSee

MARCH 5, 2020

Agent Occupancy, on the other hand, indicates how much time an agent spends both handling calls and doing other non-call related activities. Aside from necessary breaks, employees spend a significant amount of time on activities such as team meetings, training, and assisting other agents or departments.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Innovative CX

JANUARY 30, 2020

Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C. The centers focused on adhering to average handle time targets and the processing of orders and inquiries as quickly as possible.

Customer Service Representative 52

Customer Service Representative Training Customer Service Chatbots 52

InMoment XI

NOVEMBER 15, 2023

Better Employee Training : Customer experience analytics can also lead to improved employee training and development. By analyzing customer interactions and feedback, businesses can identify specific areas where employees may require additional training or support.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

NICE inContact

OCTOBER 12, 2018

Numerous internal transfers lead to increased and lengthy average handling times for live agents, which can be incredibly expensive for companies. In fact, by automating the front door and additional self-service in voice and chat, an innovative e-retailer experienced a 45-second reduction in average handling times, with 18.5%

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

TechSee

JULY 10, 2024

Agent copilots helped reduce the need for manual service summaries and improved average handling times (AHT) and even first-call resolution rates. Training and upskilling employees to work alongside and manage automated systems can foster a positive and adaptive organizational culture.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

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. If chats take too long to be resolved, maybe agents need extra training.

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

Magellan Solutions

MARCH 22, 2023

Continuous training and quality monitoring can help prevent problems or issues that might arise. 2) CUSTOMER CHURN RATE The customer churn rate calculates the percentage of customers who have discontinued using your service over a specified time. #3) This can help in reducing call wait times and determine which agents are efficient.

Call Center 98

Call Center Abandon Rate Average Handle Time Metrics 98

Magellan Solutions

MARCH 22, 2023

Continuous training and quality monitoring can help prevent problems or issues that might arise. 2) CUSTOMER CHURN RATE The customer churn rate calculates the percentage of customers who have discontinued using your service over a specified time. #3) This can help in reducing call wait times and determine which agents are efficient.

Call Center 98

Call Center Abandon Rate Average Handle Time Metrics 98