Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Callminer

SEPTEMBER 7, 2017

Average speed of answer is one of the most important metrics for call centers to measure. The concept is closely tied to (and often confused with) those of average handle time and first call resolution. For that reason, one of the most common mistakes made is to simply take an average of the aggregate data.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. 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.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Balto

MARCH 3, 2025

Defining and Importance of Automation in the Call Center Automated call center solutions use AI, machine learning, and robotic process automation to handle routine customer interactions. These systems manage basic tasks like appointment scheduling, payment processing, and account inquiries without human intervention.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Outsource Consultants

AUGUST 3, 2020

Lower Your Average Handle Time to Increase Customer Revenue. The last thing a caller wants, after putting their travel on hold for months, is to waste their time sitting on hold. . Generally speaking, good customer experience leads to more revenue, whereas bad customer experience can have you lose a customer for life. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. When your front line sees queue status, call counts, or individual stats in real time, they can self-correct, offer peer support, or seek help before a small issue becomes a bigger problem.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

BlueOcean

DECEMBER 2, 2024

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. I tell people that handling those customers is about having empathy. Finding the right balance is key.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

The Northridge Group

JULY 20, 2023

Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information. Cost-per-contact measures the average cost of each issue interaction and has historically been used to determine how much is being spent on customer support.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. There are plenty of call center metrics you can use to help determine how you’re doing, the most important ones being: Average waiting time. Average handling time (AHT). First call resolution.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Your other metrics, such as response time, average handle time (AHT), escalation rate, etc.,

Coaching 91

Coaching Metrics Average Handle Time Consulting 91

BlueOcean

DECEMBER 18, 2023

For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. One percent of one percent… at best. These efforts weren’t useless – they were, as noted, the standard.

Contact Center 71

Contact Center Average Handle Time Coaching First call resolution 71

Outsource Consultants

JANUARY 14, 2025

Regular coaching sessions, performance incentives, and career development opportunities can significantly boost agent engagement and retention. Smart Call Routing and Queue Management Efficient call routing and queue management minimize wait times and ensure customers reach the most appropriate agent for their needs.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

BlueOcean

JUNE 26, 2018

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. I tell people that handling those customers is about having empathy. Finding the right balance is key.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Eptica

OCTOBER 16, 2018

To read the three previous posts in the optimizing CX series on creating blended agents , improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Outsource Consultants

FEBRUARY 22, 2025

While metrics like Average Handle Time (AHT) and First Call Resolution (FCR) matter, don’t overlook customer-centric metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES). AI-powered quality assurance tools to analyze calls and coach agents. A dedicated support channel for quick issue resolution.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Help Scout

SEPTEMBER 16, 2021

Pitfall #1: Failing to take into account a solid management layer. A common mistake is to build a budget that accounts for the number of agents you need but doesn’t take into account management costs: Agents need someone to go to when they have a question about how to answer a ticket. The solution.

outsourcing 98

outsourcing Customer Service Business Process Outsourcing Average Handle Time 98

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. The Power Of Real-Time Support I’ve personally seen the impact that real-time support can have on customer service center productivity.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

JANUARY 24, 2022

Unpacking the types of customer interactions contact centers handle provides key insights. The bulk of inquiries contact centers receive are for routine matters such as making payments and checking account balances. You can then choose the customer experience metrics you’d like to gather. Take the first step.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Customer Service Life

MAY 21, 2018

What about average handle time, service level, or agent attrition? Average Handle Time (AHT). For email support, you might instead be looking at emails sent per hour if you don’t have a system to track email handle time and that’s similar enough. Here’s the deal with AHT.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

SharpenCX

AUGUST 11, 2020

Coach agents on an ongoing basis. Ongoing coaching. Ongoing coaching done right. Instead, be proactive and share feedback whenever the need arises; these moments make for great coaching opportunities. For this to be truly successful, be sure to hold yourself and your agents accountable to the goals you’ve set together.

Customer Service 67

Customer Service Coaching Education Construction 67

CSM Magazine

MAY 17, 2021

And with so much still in flux, that’s not set to change any time soon. Why invest in coaching agents? CSAT (customer satisfaction) and CLV (customer lifetime value) are important metrics for contact centers, and directly correlate to investment in agent coaching. That’s because agent coaching methods don’t reflect that nuance.

Customer Experience 59

Customer Experience Coaching Contact Center Average Handle Time 59

Playvox

JULY 6, 2022

If an agent isn’t sticking to their schedule at least 75% of the time, dig deeper into why. It could be that agents aren’t properly trained to report time out of adherence, potentially skewing the real numbers. Or they might just need more coaching on how to stay on schedule for the day. Get Training Right.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Tethr

JANUARY 30, 2020

Script adherence Proper greeting Required closing Compliance (proper authentication, retrieval of account number, disclosure statement) Skills & behaviors (professionalism, empathy, subject matter expertise, confidence, friendliness). Here are some points they are ticking off their boxes. Stop entertaining a broken system.

Call Center 80

Call Center Scripts Average Handle Time Entertainment 80

SharpenCX

JULY 26, 2023

You can use the data you collect to predict behavior and correct issues before they start (which may lead to account termination). Look at failed accounts and identify patterns in the products they use, reps they spoke to, when they purchased, what channel they seek support through, etc.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Fonolo

MAY 12, 2020

I remember opening my account there; I remember my mother helping me get the loan for my first car there. We don’t look at things like Average Handle Time because that’s not how we want to take care of our members. So we coached her and worked with her, and coached her some more, and she just kept at it.

Contact Center 81

Contact Center Management Banking Abandon rate 81

Customer Service Life

FEBRUARY 28, 2023

In a traditional call center where agents primarily interact with customers over the phone, one might look at a metric like occupancy to understand the percentage of time agents are occupied versus idle. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers.

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84

Monet Software

AUGUST 29, 2018

Quality management starts with the establishment of specific performance goals that hold agents accountable for their achievement. If a metric like average handle time has to occasionally be set aside so an agent can spend a few more moments and keep a customer, such actions should not only be allowed, but also encouraged.

Quality management 48

Quality management Management Average Handle Time Contact Center 48

Noble Systems

MAY 20, 2021

Having AI look at that and be able to make that decision is invaluable, because that’s what actually gives you actionable content from what the person is speaking, to get them to whatever it is they need to get to, that IVR tree, a real person with all the information, their account information, etc. What was said on this call?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Targeted retention offers increased loyalty and reduced churn rates by 22%.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

SharpenCX

MAY 27, 2020

And, how much does it cost your agents to handle each interaction? If your Average Handle Time for a phone call sits at 30 minutes, you’re spending at least half of your agents’ hourly rate on a single interaction with a customer. Plus, how much time does IT spend supporting your sector of the business?

Call Center 67

Call Center Average Handle Time Customer Service Interactive Voice Response 67

OrecX

AUGUST 15, 2018

Same-day installation so you can be up and running immediately in support of your new accounts; this serves as a competitive differentiator for your business. Custom coaching agreements commensurate with specific agent performance goals. Quality Monitoring. Open file exporting to share reports and recordings with agents and clients.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. They also get easy access to account information so that they can communicate with customers, and give them answers faster. Automating and queueing call backs also elevates the customer experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

24-7 InTouch

FEBRUARY 25, 2020

Immersive Training Environments : Learning environments set the tone for each program and help develop cultural alignment for team members on each unique account. Custom reports in our online reporting suite can showcase whichever key metrics are desired, including: Average Handle Time. Average Talk Time.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52