Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

FEBRUARY 21, 2018

He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ViiBE Blog

DECEMBER 21, 2020

Important KPIs to track: Time to diagnosis First contact resolution (FCR) Time to resolution Number of escalations Technical dispatch rate Average handling time. Aberdeen Group’s 2013 field service report showed that organizations with an FCR above 80% experienced a 6.2%

Best practices 98

Best practices Metrics Average Handle Time Technology 98

Outsource Consultants

JANUARY 27, 2025

In 2013, BPO revenue rose to $15.5 billion with 900,000 Filipinos working full-time in the sector. Outsourcing to a Philippine call center enabled rapid scalability, resulting in a 40% reduction in average handle time and a 35% increase in positive customer feedback.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Babelforce

SEPTEMBER 3, 2020

Average Handling Time (AHT). The average duration of a customer interaction. Delta Airlines became an early adopter for conversational IVR in 2013. Key metrics for inbound call centers. Metrics for inbound call centers generally focus on the cost to the business. But will they accept it in the contact center?

Call Center 52

Call Center Abandon rate Interactive Voice Response APIs 52