CCNG

OCTOBER 26, 2024

A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies. 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.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.

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

CCNG

APRIL 9, 2025

Some companies obsess over call times, pushing agents to wrap things up faster. Customer solution be damned. This weeks CX Passport guest, Candy Kothmann, takes a different approach: We don’t measure average handle time at the agent level. Put those tray tables up and buckle those seat belts.

CCNG 195

CCNG Average Handle Time Contact Center Consulting 195