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

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

TeleDirect

JANUARY 7, 2025

Real-Time Reporting and Analytics Access insights into call volume, Average Handle Time (AHT),Call Abandonment Rate, and service level metrics to continuously optimize performance. Healthcare Handle patient inquiries, appointment scheduling, and emergency support.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

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 400

Average Handle Time Metrics Customer Support Customer Service 400

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

TechSee

FEBRUARY 10, 2025

Lower Average Handling Time (AHT) Visual, when combined and voice support cut down on back-and-forth. A leading telecommunications provider improved FCR by 30% by leveraging a multimodal AI approach to troubleshooting. Fewer repeat calls means lower support costs and happier customers.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

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

TechSee

JANUARY 19, 2025

Improved First Contact Resolution (FCR): When customers get the right help the first time, they’re happier, and your team is more efficient. Reduced Average Handling Time (AHT): Faster problem resolution means customers don’t have to wait, and agents can focus on complex issues.

Average Handle Time 109

Average Handle Time Chatbots Customer Experience Management 109

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

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

TechSee

JANUARY 27, 2025

Here’s how: Increased First Contact Resolution (FCR): AI can analyze patterns and provide the right solutions the first time. Lower Average Handling Time (AHT): Faster resolutions mean shorter customer service interactions.

Average Handle Time 124

Average Handle Time Chatbots Scripts Engineering 124

TeleDirect

MARCH 20, 2025

Monitor and Analyze Performance Metrics Regularly track KPIs such as customer satisfaction scores (CSAT), average handle time (AHT), and call abandonment rates to identify areas for improvement. Q4: What metrics should call centers monitor to measure performance? Q5: Why is follow-up important after resolving an issue?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

TechSee

NOVEMBER 27, 2024

40% reduction in average handle time (AHT). Real-World Results An electronics manufacturer has seen wildly successful results from using TechSee to enhance their CX operations: 30% increase in first-call resolution (FCR) rates. 25% reduction in product return rates. 18% improvement in customer satisfaction (CSAT).

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TeleDirect

DECEMBER 19, 2024

Monitoring and Continuous Improvement Faster response times dont happen by accident. TeleDirect employs robust monitoring tools to track key performance indicators (KPIs) like Average Handle Time (AHT) and First Call Resolution (FCR). Q4: What metrics are used to measure response times?

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

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 300

Customer Service Self service Metrics Average Handle Time 300

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 226

Customer Experience Average Handle Time Customer Care Customer centricity 226

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

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

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 252

Customer Experience Airlines Average Handle Time Contact Center 252

TeleDirect

MARCH 13, 2025

Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Reduces response times and improves problem-solving abilities. Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT).

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

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

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 243

Best practices Call Center Average Handle Time virtual call center 243

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

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

TeleDirect

MARCH 14, 2025

Average handle time (AHT). A: Key performance indicators (KPIs) include first-call resolution (FCR), customer satisfaction score (CSAT), net promoter score (NPS), and average handle time (AHT). Important call center metrics to monitor: First-call resolution (FCR). Customer satisfaction scores (CSAT).

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

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 39

Average Handle Time Multichannel First call resolution Call Center 39

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 205

Journey mapping Average Handle Time Feedback Consulting 205

TeleDirect

MARCH 20, 2025

Reduce average handling time (AHT) without compromising quality. A: Key metrics include first-call resolution (FCR), customer satisfaction score (CSAT), average handle time (AHT), and compliance adherence. For example: Improve first-call resolution (FCR) by 10% in three months.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

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 187

Average Handle Time Chatbots Self service Customer Support 187

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