Amplifai Coaching Category

AUGUST 24, 2023

Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more. Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction.

Average Handle Time 97

Average Handle Time Morale Contact Center 97

Toister Performance Solutions

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff.

Average Handle Time 93

Average Handle Time Contact Center Metrics Customer Service 93

Myra Golden Media

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

Average Handle Time 314

Average Handle Time Contact Center Customer Experience 314

ShepHyken

AUGUST 25, 2021

There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. I’d like to add one more to the many metrics, which is how many times you make the customer tell the story. As Jason pointed out, that’s not always the case.

Average Handle Time 402

Average Handle Time Metrics Customer Support Customer Service 402

Callminer

MAY 26, 2020

Common approaches to solving such issues include staffing additional agents, encouraging faster answering with more frequent holds and training agents in multiple disciplines so that they can handle a greater variety of concerns. Average Handle Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Zappix

OCTOBER 28, 2024

Reducing Average Handling Time (AHT) is a top priority for contact centers looking to improve efficiency and customer satisfaction. The post How Digital Engagement and Self-Service Tools Reduce Average Handling Time in Contact Centers appeared first on Zappix.

Average Handle Time 52

Average Handle Time Self service Contact Center Interactive Voice Response 52

ShepHyken

JULY 11, 2022

The ones that focus on the customer’s satisfaction, not so much the productivity metrics that many support centers use, such as AHT (Average Handle Time). Here’s a question (and an answer): What metrics should we use to gauge success? The ones you want are about the customer and include CSAT, NPS, CES, CLV, and more.

Customer Service 63

Customer Service Average Handle Time Metrics Analytics 63

Call Design

JULY 7, 2020

Average Handle Time. Let’s focus on Average Handle Time. Average Handle time is the sum of talk time, time on hold, and wrap-up time divided by the total number of calls. New staff coming on board and taking longer to find and resolve the issue.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

CCNG

OCTOBER 26, 2024

Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually. Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

Beyond Philosophy

MARCH 15, 2017

Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.” Now the team had no obstacles themselves to making the Customer Experience easy for people.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

Callminer

SEPTEMBER 6, 2017

Average speed of answer is one of the most important metrics for call centers. It is closely tied to those of average handle time and first call resolution.

Call Center 182

Call Center Average Handle Time First call resolution Metrics 182

ShepHyken

NOVEMBER 25, 2024

” “The average handle time is not a customer experience metric. Quotes: “There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. ” “What do customers care about?

Customer Support 230

Customer Support Average Handle Time Upselling Contact Center 230

ShepHyken

APRIL 2, 2021

The first customer service metrics that come to mind are often around speed, like Average Handle Time (AHT). When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

MARCH 30, 2018

Average Handling Time. A lower Average Handling Time means more satisfied customers, more productive agents and a lower cost per interactions. The best way to smoothe your customer relationships is to set expectations: let people know when they can expect to hear from you, and always over-deliver.

Customer Experience 229

Customer Experience Average Handle Time Customer Care Customer centricity 229

CCNG

JANUARY 13, 2021

Automation Continuing to drive operational efficiency will be a focus and finding ways to improve AHT (Average Handle Time) is not only realistic but achievable and measurable. With 2021 around the corner, I predict call volumes will continue to rise as consumer needs and expectations increase.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant.

Customer Experience 254

Customer Experience Airlines Average Handle Time Contact Center 254

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon.

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

SEPTEMBER 27, 2023

It seems logical that the average time could be reduced if customer-facing agents could find the answer at conversational speed without having to scroll through articles, frantically trying to find the right information.With a reduced average handle time, the contact center would be able to handle these calls with a lower headcount.

Management 195

Management Average Handle Time Self service CCNG 195

Fonolo

MARCH 16, 2023

Average handle time (AHT) Average handle time computes the average duration of an entire customer transaction. AHT includes hold time, call transfers, and after call work, too. We have clients that say average handle time is important.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Callminer

NOVEMBER 25, 2019

Average Handle Time. Average handle time is the amount of time on average an agent takes to resolve an issue for a caller. Tweak your average handle time range for best results. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

TechSee

AUGUST 10, 2023

TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance. home builders, and 5 of the top 10 global smart home automation companies.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

Fonolo

AUGUST 12, 2021

Average Handle Time (AHT). Average handle time is the average amount of time it takes an agent to wrap up a phone call or live chat. Lower average handle times usually mean higher productivity. Find out what’s stopping them from reaching customers promptly.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

ShepHyken

JANUARY 22, 2021

The supervisors can also closely monitor and analyze agents’ availability, average handling time, the number of calls handled, break durations, etc. This data helps the supervisors draw meaningful insights and allocate or shift their agents to different queues on the basis of current trends and call traffic.

Best practices 246

Best practices Call Center Average Handle Time virtual call center 246

ShepHyken

FEBRUARY 25, 2024

BONUS 16 Ways to Reduce AHT – Without Damaging the Customer Experience by Call Centre Helper (Call Centre Helper) Looking to reduce Average Handling Time (AHT) but worried about damaging the customer experience in the process? There are ways around this!

Customer Service 172

Customer Service Customer advocacy Average Handle Time Customer centricity 172

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

SEPTEMBER 22, 2020

Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer.

Average Handle Time 40

Average Handle Time Multichannel First call resolution Call Center 40

Myra Golden Media

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. This focus will shave seconds, if not minutes, off your talk time! Conclusion When you focus on the top 5 most underutilized soft skills, you’ll get your average handle time down and decrease stress!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

ShepHyken

JULY 31, 2018

This means that metrics like “average handle time” or “time to resolution” can be misleading. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JANUARY 18, 2022

Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources.

Journey mapping 208

Journey mapping Average Handle Time Feedback Consulting 208

ShepHyken

FEBRUARY 1, 2022

A lot of them are still measured by metrics like average handle times, the number of resolutions per day, ticket queue, and backlogs. Customer support teams are under pressure. They have the challenge of jumping across multiple knowledge bases to find the information that customers are waiting on.

Average Handle Time 190

Average Handle Time Chatbots Self service Customer Support 190

Fonolo

SEPTEMBER 2, 2021

Service level is affected by another metric called Average Speed of Answer (ASA), which measures the average amount of waiting time for customers. Average Handle Time (AHT). AHT is also known as Average Duration Time. Average speed to answer: 28 seconds. Average handle time: 4 minutes.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

Call Design

JULY 6, 2021

Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task. It includes total talk time + total hold time + total wrap up time and is divided by the number of contacts handled.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

CCNG

AUGUST 23, 2023

Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. By understanding these factors, organizations can tailor their services and offerings to better meet customer needs.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

MARCH 1, 2023

Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent. Once you have the right people, you need to give them proper training to align with your organization and its beliefs.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195