2024 Average Handle Time Quality management 
DMG Consulting
SEPTEMBER 12, 2023
The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).
Connect
APRIL 18, 2024
Additional applications relate to better management and operational efficiency, supporting supervisors with AI-powered quality management or scoring and providing insights and recommendations for strategic planning. However, Gen AI is not a plug-and-play solution.
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Calabrio
MARCH 5, 2025
Research from the SQM Group finds that the average FCR across all industries is about 68%. However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%. As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%.
DMG Consulting
JULY 15, 2024
A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better.
Playvox
APRIL 4, 2023
Dealing with customers in this mental state will be as draining as handling customers who are angry, creating more opportunities for mental burnout. Handling lonely customers will require high emotional intelligence on the part of agents, potentially causing attrition.
Calabrio
MARCH 7, 2025
An example of MTA in practice will be comparing the number of contacts acquired in 2025 with 2024 and getting an 8% increase. The result, which is the trend, averages out the contacts and special events, such as seasonality over the year. Average handle time is how long it takes your agents to resolve an inquiry.
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