Fonolo

FEBRUARY 18, 2021

Check your past metrics and data reports, and analyze them for any trends that might be useful. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Not only does it free up your customers’ time, but it also helps your team manage in times of high call volume!

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Expivia

SEPTEMBER 2, 2021

From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. Handled calls : How many of the incoming calls were answered? Service level : How many calls were handled at a given time? Interval Trend Report.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

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

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. What exactly does it mean, how is it measured, and what are the current industry trends? Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

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

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Fonolo

MARCH 16, 2021

Contact Center Trends 2021. First Call Resolution is a measure of how frequently you can resolve a customer’s query the first time they reach out. But it still makes a far better measure for Customer Satisfaction (CSAT) than Average Handle Time (AHT). Defining First Contact Resolution in Your Contact Center.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

Calabrio

APRIL 8, 2025

Aggregation and Insight Generation: Compiling the classified sentiment data to calculate overall customer sentiment metrics, identify trends over time, correlate sentiment with other KPIs, and visualize findings through dashboards and reports. Analyzing sentiment in near real-time can act as an early warning system.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Fonolo

SEPTEMBER 27, 2016

Handpicked related content: Top Contact Center Trends in 2020. Average handling times (AHT) increase. Make sure your agents know what’s going on in the call center, as well as the metrics and benchmarks that they’re being measured against. Repeat calls went down, but so did average handle time!

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

SharpenCX

MAY 13, 2020

The dashboard highlights CSAT, Average Handle Time and First Contact Resolution. And, if your dashboard shows negative trends in metrics that you want call center agents to correct, explain why they need to take action to improve performance. They took benchmark data and shared it with us (and their team).

Call Center 76

Call Center Metrics Benchmark Contact Center 76

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Tracking CSAT alongside other KPIs like first call resolution (FCR) or average handle time (AHT) helps pinpoint opportunities to improve service quality.

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. Tracking CSAT alongside other KPIs like first call resolution (FCR) or average handle time (AHT) helps pinpoint opportunities to improve service quality.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Pointillist

JANUARY 25, 2019

First Response Time (FRT) This KPI gauges the amount of time a customer must wait before connecting with an agent. Often, call centers look at this number daily and weekly, but also evaluate annual trends. Operational managers may watch this KPI daily, while executives look at trends over time.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Calabrio

MARCH 22, 2025

Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common. Benchmark against industry standards Don’t operate in a vacuum; compare your contact center’s performance against established industry benchmarks to identify areas where you excel or fall short.

Best practices 52

Best practices Contact Center Management Call Center 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

Outsource Consultants

FEBRUARY 5, 2025

Focus on key performance indicators (KPIs) such as conversion rates , average handle time, and contact rates. Set realistic targets based on industry benchmarks and your business objectives. Average Handle Time (AHT) : The duration of each call, balancing efficiency with customer engagement.

outsourcing 67

outsourcing Call Center Sales Gamification 67

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%. What are the challenges of improving first call resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

JustCall

MAY 14, 2024

Average wait time vs average handling time Average handling time (AHT) is the time it takes an agent to complete a call. It’s calculated by dividing the total time taken on calls by the total number of calls. With conversation intelligence, you can see trends within a few calls.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

NobelBiz

MARCH 19, 2024

From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem. These dashboards enable supervisors to monitor queue activity, track topic trends, and assess agent skills in real-time.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Outsource Consultants

JANUARY 8, 2025

These might include customer satisfaction scores, first call resolution rates, average handling time, and cost per interaction. Use industry benchmarks to guide your goal-setting process. AI-powered chatbots can handle routine inquiries, freeing up human agents for more complex issues.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Global Response

DECEMBER 12, 2022

Additionally, CSAT can help you track trends over time or understand customer satisfaction with specific touchpoints in the buyer journey (i.e. Average Handle Time. Average handle time (AHT) measures, well, the average handle time of your customer transactions or interactions.

Average Handle Time 62

Average Handle Time Metrics Benchmark Surveys 62

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views. agent, team, program, site, etc.)

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

Eptica

JUNE 13, 2018

Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. Which means it’s essential to focus on measurement and ROI for any changes and improvements you make to the CX. Share this page on: Tweet.

Customer Experience 49

Customer Experience Average Handle Time Benchmark Metrics 49

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Playvox

MARCH 27, 2023

Analytics can provide insights into customer behavior, preferences, and pain points, allowing contact centers to identify trends and patterns and offer a more personalized customer experience. By monitoring these metrics, contact center managers can identify trends, set benchmarks, and make data-driven decisions to optimize performance.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

NobelBiz

JULY 25, 2023

By harnessing the power of advanced analytics tools, contact centers can uncover valuable patterns, identify emerging trends, and tailor their services to exceed customer expectations. Trend Analysis: Reports highlight emerging patterns over time, helping managers anticipate peaks or troughs in call volumes or understand seasonal trends.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Kayako

MARCH 3, 2016

In order to see what impact any changes you make to your support processes have, you need to be able to observe trends, set goals, and measure the results. In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case.

Metrics 69

Metrics Customer Support Abandon rate Average Handle Time 69

NobelBiz

DECEMBER 19, 2023

Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. The industry benchmark for supervisor escalation is 10% or less . By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 105

Call Center Management Contact Center Wait times 105

JustCall

MARCH 9, 2023

While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed. There are over 30 contact center KPI benchmarks that your business can track to achieve higher performance. Peak-hour traffic helps with resource optimization.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Prescriptive Analytics: Recommends the best actions based on data insights.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

JustCall

APRIL 28, 2022

In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. It analyzes how your customers are speaking to uncover any trends or areas where you and your team need improvement.

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success. It analyzes how your customers are speaking to uncover any trends or areas where you and your team need improvement.

Analytics 52

Analytics Sales Customer Support Benchmark 52

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. What trends, such as AI , will shape CX in the coming years?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

It is pivotal to contact centers as it provides deeper insights that will help identify trends and improvement areas that might be inconspicuous from the raw data. As an example, by analyzing call duration metrics, it is possible to identify long calls and intervene to reduce the Average Handling Time.

Best practices 52

Best practices Analytics Contact Center Coaching 52

ROI CX Solutions

DECEMBER 6, 2024

Average handle time (AHT) AHT tracks agents’ average time handling customer interactions, including talk, hold, and follow-up time. Call analytics: Use data-driven insights to identify bottlenecks, trends, and improvement opportunities.

Call Center 52

Call Center Interactive Voice Response Contact Center Average Handle Time 52