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

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 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. Analyzing these metrics helps contact centers identify bottlenecks and areas for improvement.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

MARCH 1, 2023

Avoid a myopic focus on efficiency metrics. 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. You get what you measure. Here’s hoping some of these ideas can help.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

MAY 30, 2024

Even if you’re working in a start-up company without much historical data to use, your WFM platform still must have the ability to consume assumed metrics (like handle time and volume) to use as a basis to create a forecast. and not a WFM platform.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MARCH 30, 2022

To make matters worse, the agent’s average handle time goes up because the agent is discouraged and types or talks slower. Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. Unfortunately, the agent’s performance doesn’t get better.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

APRIL 12, 2023

Not average handling time or other internal metrics. If there are multiple transfers, long wait times with an agent, or other barriers then you know the answer. Looking at metrics like CSAT and AHT should be viewed together. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195