Bright Pattern

AUGUST 23, 2018

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center.

Average Handle Time 50

Average Handle Time Contact Center 50

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!

Best practices 246

Best practices Call Center Average Handle Time virtual call center 246

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. annual improvement (decrease) in average handle times. annual growth in agent productivity.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Monet Software

DECEMBER 26, 2018

Such luxuries are out of reach for the rest of us – but in the contact center, some agents are getting a little extra help from their own assistants. Multiply that time savings by the number of calls in a shift, factor in happier agents, and it’s easy to see why RPA is gaining popularity at contact centers.

Average Handle Time 63

Average Handle Time Scripts Contact Center Personalization 63

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

NobelBiz

JANUARY 18, 2022

The post How To Manage The Average Handling Time (AHT) For Contact Centers? How is the AHT calculated? What are the appropriate methods to employ in order to optimize it? Find out more in our article! appeared first on NobelBiz®.

Average Handle Time 52

Average Handle Time Contact Center Management Customer Care 52

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

NICE inContact

OCTOBER 17, 2018

But the Houston-based company was losing sleep over its two contact centers. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. billion in annual sales (2016).

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48

SmartAction

AUGUST 5, 2019

We realized a couple of years ago that we could no longer grow our contact center at the same rate in which we were growing our sales. When I started here eight years ago, we had 40 people that worked in the contact center. Every time we grow demand, we can’t grow people.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Fonolo

APRIL 17, 2018

Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Contact centers are realizing more and more that adhering too closely to this one metric may not yield optimal results. The original logic behind it is lost to time. Average Handle Time.

Service level 106

Service level Contact Center Abandon rate Call Center 106

Expivia

APRIL 1, 2021

But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time? Talk Time vs Handle Time at a Call Center.

Average Handle Time 52

Average Handle Time Call Center Interactive Voice Response Banking 52

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Aspect

MARCH 10, 2020

Run more accurate staffing forecasts that put the right agents in the right place at the right time to effectively manage customer traffic . Reduce average handling time (AHT) by providing agents with historical customer interaction data . Enable predictive routing based on contact center forecasting .

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. It tells us that the issue isn’t with agent performance, but rather with underlying factors like root causes driving contact volume or processes and policies that constrain our ability to resolve customer issues.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. What does a “rooms per shift ratio” have to do with contact center operations , you might ask?

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 129

Contact Center Interactive Voice Response Self service Accountability 129

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. When it comes to contact center authentication, callers overwhelmingly prefer voice biometrics to knowledge-based security questions. Reduction in Average Handle Time (AHT). 50 per call.

Contact Center 86

Contact Center Interactive Voice Response Average Handle Time Self service 86

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Outsource Consultants

JANUARY 14, 2025

Inbound contact centers are the frontline of customer service , handling millions of customer inquiries daily. At Outsource Consultants, we’ve seen how effective strategies can transform these centers into powerful customer satisfaction engines. What Makes an Inbound Contact Center Effective?

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? In fact, I’ve included a link to an unbiased market source at the end of this blog. Cloud Contact Center – Cloud computing… applied to the contact center.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Average Handle Time (AHT). Customer Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? What about average handle time, service level, or agent attrition? Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

teleopti

JULY 1, 2019

Let’s discuss how contact centers can address the questions above from the perspective of the WFM analyst and contact center management. With this capability, in a short amount of time, a BI tool can transform an analyst from a data novice to a data Rockstar. First the WFM Planner or Resource Planner.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Monet Software

JANUARY 16, 2020

Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. Enabling outbound agents to fill in on inbound lines when call volumes spike, for example, has offered valuable options for enhancing call center metrics, like service levels and abandonment rates.

Contact Center 77

Contact Center Abandon rate Outbound sales Average Handle Time 77

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. When a contact center agent does get involved, the Sharpen platform combines consumer-grade user experience and enterprise-grade functionality to empower agents to do what they love doing: making customers happy. Everyone is unhappy.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Monet Software

OCTOBER 8, 2020

Top tips for using call center analytics and reporting to make the case for your spending forecast. It’s almost that time again. The contact center budgeting process is never easy. That’s why we created The Ultimate Guide to Budgeting for Your Call Center !) For many SMBs, the annual budget is coming due.

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

pindrop

AUGUST 22, 2021

The qualitative aspect of the caller-agent connection goes well beyond any statistics and metrics that contact centers use to measure and improve on their work performance. The AI Playbook for Contact Centers. How to add personalization without straining the contact center operation. Download the Playbook.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61