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

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

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

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. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.

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. Max Ball is a long time CCNG advocate and past member, currently a Principal Industry Analyst with Forrester.

Customer Service 195

Customer Service CCNG Average Handle Time 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

CCNG

MAY 30, 2024

A nice to have is your WFM platform taking the actuals of shrinkage, Average Handling Time (AHT), and volume, and then reforecasting how the rest of the day is going to go. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandon rate goals for today.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195