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

SharpenCX

MAY 6, 2020

Then, you can help agents optimize their time at work. With the right tools, cost-saving metrics like Average Handle Time and FCR get a boost. In fact, a friend of ours recently told us that after moving to an at-home environment, with the right tools and agent support, they dropped AHT by 4% in a few weeks.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. That means that your agent’s working capacity is 125 hours in a work month. You can use this number as a guide for your capacity.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. These metrics provide actionable insights into agent performance, customer experience, and overall efficiency. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. High ACW reduces agent productivity and limits how many customer calls your team can handle, impacting the call center’s overall performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Playvox

DECEMBER 13, 2022

Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume. Many times, this extra step is overlooked due to the amount of research it takes. Why an Agent Might Be Avoiding Interactions.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

APRIL 4, 2023

From a contact center leader’s perspective, you can protect agents’ emotional and mental well-being in these situations by using your customer sentiment analysis solution to monitor for language common to customers with high emotional demands.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Outsource Consultants

JANUARY 3, 2024

This breadth of data gives us a unique vantage point to assess and anticipate changes in the industry. Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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. Some wrap-up time is inevitable.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. But, what about the denominator?

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

SharpenCX

FEBRUARY 11, 2020

With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. Use metrics to know where your agents need more coaching or training. You’ll see in the data where inefficiencies lie. Of course, some idle time is necessary to prevent agent burnout.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

JustCall

APRIL 3, 2024

Ensure your dialing platform integrates with CRM or spreadsheet platforms to avoid post-call manual data entry for agents. Integration with CRM systems or spreadsheets like HubSpot, Salesforce, and Zoho allows seamless data management. This includes lead management, call logging, and generating summaries.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 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

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). 12 Wrap-up time. Agents often have extra work to do when a customer hangs up.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

NobelBiz

JUNE 4, 2024

Integrate Your CRM with the Call Center Integrating your CRM with your call center system allows for better customer data management and more personalized service. This integration ensures that agents have access to all relevant customer information during interactions, leading to more efficient and effective service.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

JANUARY 11, 2024

While it’s important to analyze historical data for seasonality, peak days and times, and other patterns, you also need to take into consideration current and future business demands, customer trends, upcoming promotions, and other factors. 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

FEBRUARY 21, 2023

This can help reduce the administrative burden on agents and allow them to focus on handling customer requests. This can help reduce agent burnout and improve overall productivity. Any data given by the client before requesting a call-back should be saved and brought back when the callback happens.

Best practices 52

Best practices Contact Center Abandon rate Management 52

NobelBiz

MARCH 6, 2023

The software then uses algorithms and machine learning techniques to predict when an agent will become available to take a call. This analysis is based on historical customer data and traffic patterns. This ensures that customers are connected to the right agent. Consider the pain points and needs of your potential customers.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

JustCall

MARCH 7, 2023

Imagine functions such as the automation of a variety of processes, like data collection and management, placing calls, collating customer information, and suggesting further steps at a business. Calling A call is initiated, either by the agent or the customer. Set a minimum service level for every agent.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Voxjar

JANUARY 11, 2018

As a result, tracking accurate data can be difficult. Low Dead Air Time – Dead air on a call often means your reps are uncertain of how to respond to a customer and leaves customer waiting uncomfortably in limbo. Yet FCR is essential because FCR is an excellent proxy for so many other measures of success.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Balto

JANUARY 18, 2025

Workforce managers ensure the right people are available at the right time. Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Key Focus Areas: Forecasting call volume and staffing appropriately.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Workforce managers ensure the right people are available at the right time. Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Key Focus Areas: Forecasting call volume and staffing appropriately.

Best practices 52

Best practices Call Center Metrics Management 52

Calabrio

MARCH 7, 2025

It’s about looking ahead, using data to anticipate demand, and preparing your team to handle it efficiently. Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. Reviewing processes and historical data should occur regularly.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52