SmartAction

AUGUST 5, 2019

While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. Q: Tell us about DSW’s growth.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Educating on self-service results in a better customer experience.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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. Employee Engagement Scores : Measure agent satisfaction and engagement, as happier agents often deliver better service.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

CCNG

APRIL 12, 2023

Agent enablement and self-sufficiency with tools to automatically note accounts with a transcribed conversation can also maximize your agent’s productivity. Not average handling time or other internal metrics. Yes, an agent handled the call, however, would a self-service solution work better?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

AWS Machine Learning

MARCH 31, 2023

When a virtual agent successfully addresses a caller’s enquiry, the result is a happy caller, lower average hold times for all callers, and lower costs. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 We’d love to hear from you.

Virtual Agent 99

Virtual Agent Self service Transportation Customer Experience 99

Interactions

APRIL 2, 2025

Its critical to provide a seamless transition between a self-service IVA and agent, or the customer may be reluctant to use self-service in the future. First, the IVA saves agent time by authenticating the customers identity and gathering information prior to escalation.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information. into a single interface.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Fonolo

FEBRUARY 18, 2021

Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Customer interactions are at the heart of every contact center, so it makes sense to take their feedback into account. Gather their feedback and be sure to take them into account when devising your strategy.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Fonolo

OCTOBER 14, 2021

Use metric-tracking software to determine if your average handle time is increasing, first call resolution is falling, abandoned call rates are rising, or customer satisfaction survey results are going down. Empower your customers with self-service options. 3 ways to reduce your cost per contact.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

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

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. This familiar technology does things like invite callers to select a language, enter an account number or choose a department at the beginning of a call. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Lower Your Average Handle Time to Increase Customer Revenue.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

AWS Machine Learning

JULY 29, 2022

There is a challenge at every point in the contact center customer journey—from long hold times at the beginning to operational costs associated with long average handle times. We cover the following topics in this post: Reference solution architecture for the self-service AI. Account Type.

Contact Center 129

Contact Center Interactive Voice Response Self service Accountability 129

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. Robust self-service options. Live chat efficiencies.

Contact Center 95

Contact Center Average Handle Time First call resolution Self service 95

pindrop

AUGUST 22, 2021

ANI (Automatic Number Identification) Match is a telephony service that allows a business to search their own database for a match with an existing customer account. For example passive authentication techniques can optimize the process to reduce average handle times, empower customers, and improve operational efficiencies.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

TechSee

JULY 17, 2018

A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities. These insights can be used for smart classification and routing, faster diagnosis of the issue by the agent, or efficient self service guidance provided by a bot.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

Kayako

JUNE 8, 2017

If you are getting 10,000 support conversations, but only completing 1,000, your team is either dealing with: A massive amount of spam (or other issues) – if you work on clearing that up, it will save all your staff a huge amount of time. Producing better self-service content to deflect some of the conversations is one solution.

Metrics 115

Metrics Customer Experience Average Handle Time Surveys 115

Fonolo

APRIL 25, 2023

Asking customers their name, reason for calling and account number are good places to start. It also offers a more personalized experience, which is key to great customer service. You’ll improve performance KPIs such as average handle time, too.

Contact Center 95

Contact Center Average Handle Time Self service Technology 95

TechSee

DECEMBER 28, 2020

“You’ve reached Service Enterprises. For account updates, help with installation, or billing activities, press 1.” Shifting from measuring Average Handling Time (AHT) to measuring Total Time to Resolution (TTR) will encourage agents and field technicians to resolve more issues through closer collaboration.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

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

ConvergeOne

MARCH 16, 2021

Once they’ve gained entry, the social engineering and account-compromising happens. With active voice biometrics in the IVR, more callers can easily authenticate themselves at the beginning of the self-service application. This results in more callers working with the IVR and completing self-service transactions.

Contact Center 86

Contact Center Interactive Voice Response Average Handle Time Self service 86

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

Expivia

APRIL 29, 2021

Average Handle Time. The average handle time is the best call center KPI to gauge how efficient your process is. This is the whole time your rep spends on the interaction. From the time they pick up the call until they finish their after-call work. Self-Service Usage.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

Kayako

MARCH 3, 2016

Self-service metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case.

Metrics 87

Metrics Customer Support Abandon rate Average Handle Time 87

AWS Machine Learning

NOVEMBER 15, 2023

Each year, Principal handles millions of calls and digital interactions. As a first step, they wanted to transcribe voice calls and analyze those interactions to determine primary call drivers, including issues, topics, sentiment, average handle time (AHT) breakdowns, and develop additional natural language processing (NLP)-based analytics.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

Help Scout

JULY 8, 2021

Though it’s not a complete support solution by any means, it does offer some expanded functionality compared to a standard Gmail account. A simple way to think about it is as a shared email folder: More than one person can access the shared folder from their own email account once invited by the group admin. help@ or support@ ).

Average Handle Time 116

Average Handle Time Accountability Self service Analytics 116

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

Calabrio

MARCH 11, 2025

Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Research conducted by McKinsey reveals that employees may spend up to 20% of their time searching for information about work processes.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

bold360 Blog

OCTOBER 2, 2020

Decreased Average Handle Time (AHT). By reducing the number of customer transfers and time the customer is placed on hold, companies see better AHT metrics, which also impacts customer satisfaction. Here are 6 benefits intelligent routing offers: 1. Improved Operational Efficiency. More Sales.

Chatbots 98

Chatbots Average Handle Time Abandon Call CRM 98

Fonolo

NOVEMBER 29, 2022

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). Besides needing to take each agent’s schedule into account, it’s also imperative that scheduling follows your call forecasting.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

pindrop

OCTOBER 22, 2021

If at all necessary despite all self-service capabilities in the IVR, the experience with an agent who knows the customer’s name, knows what s/he recently purchased and offers to assist with the current task at hand is a tremendous boost to the brand’s reputation. Pindrop Observing Big Savings.

Average Handle Time 62

Average Handle Time Interactive Voice Response Call Center Banking 62

UJET

DECEMBER 10, 2020

Virtual Agents can field incoming customer service requests, direct calls to the appropriate queue, and gather relevant information. You can use Virtual Agents to authenticate customers, get preliminary account information, and set your human up with all of that information before they even get on a call. Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Virtual Agents can field incoming customer service requests, direct calls to the appropriate queue, and gather relevant information. You can use Virtual Agents to authenticate customers, get preliminary account information, and set your human up with all of that information before they even get on a call. Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. Interesting, isn’t it? A new report from J.D. The result?

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

pindrop

SEPTEMBER 26, 2021

On an inbound call, businesses can use the phone number calling to search their own database for a match with an existing customer account. Businesses that use ANI matching without ANI Validation run the risk of matching a spoofed number to a customer’s account. Learn more about average handle time here.

Interactive Voice Response 57

Interactive Voice Response Average Handle Time Self service APIs 57

Playvox

OCTOBER 19, 2021

Many of the following solutions aren’t just stop-gap measures to get your contact center through a temporary staffing crisis; they should become part of your contact center’s permanent approach for handling customer demand. But when customer relationships are on the line, desperate times call for creative measures.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73