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 Agent burnout Coaching Finance 59

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 1 Average Handling Time. How to get a better idle time balance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. In this article, we’ll help you understand what call center productivity is, how to measure and track it with metrics and KPIs, and ways to improve it.

Call Center 52

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

Playvox

APRIL 6, 2023

Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Related Article: 5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

Management 54

Management Contact Center Best practices Agent burnout 54

Babelforce

JULY 29, 2021

It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). Consider using some of the routing strategies in this article to improve CTR. #11

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

NobelBiz

JUNE 4, 2024

Whether you’re a seasoned professional or new to the industry, this article will provide valuable insights to enhance your customer service strategies. Agents can greet customers by name, reference past interactions, and provide more personalized service, all of which contribute to higher customer satisfaction and loyalty.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Balto

MARCH 29, 2023

Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Playvox

JANUARY 11, 2024

Instead of manual processes and adjustments, modern WFM solutions use real-time data and self-adjusting algorithms to continuously improve forecast accuracy, and handles synchronous and asynchronous workloads seamlessly in an omnichannel environment. Does your spreadsheet do all that? Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NobelBiz

MARCH 6, 2023

As the adage goes, “Lost time is never found again.” And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52