CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Best practices: Anticipate future customer demands by focusing on the most critical metrics, using consumer data responsibility, and leveraging real-time and historical data.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Average Handle Time (AHT). Where should you begin? TIP: Don’t overdo it!

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 74

Customer Service Scripts Coaching Finance 74

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Taylor Reach Group

JANUARY 3, 2018

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. Calculation: Total Handle Time/Total Contacts. By: Peg Ayers and Turaj Seyrafiaan. Your shortest calls may not be your best calls.

Average Handle Time 66

Average Handle Time Interactive Voice Response Customer Experience Self service 66

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

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

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

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service CCNG 195

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). If you don’t already have a system to track agent performance , it’s time to make the upgrade. Offer coaching sessions. Showcase their impact.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. As such, it is also important to focus on the right KPIs that prioritize CX.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

SharpenCX

SEPTEMBER 25, 2020

But with the right training and encouragement, most contact center agents can become effective and efficient communicators. Positive experiences with a contact center agent go a long way. Here are five contact center communication skills every agent should master. Handle angry customer calls with confidence.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

CX Global Media

FEBRUARY 12, 2018

Most likely in your contact center agents run callers through the routine of asking – Mother’s maiden name, date of birth and last four digits of your Social Security Number to prove who they are before you give them service. You must heavily scrutinize the reasons why you add time to the customer experience.

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

CCNG

MARCH 30, 2022

Here’s how it works Each time the supervisor completed a pre-determined management task, the manager would click a button, and a green light would appear on the software platform. Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Agent performance is at the core of overall contact center productivity as well as customer experience quality.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calltools

MAY 3, 2023

5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. From there, call center managers can identify overarching areas for improvement, agents who need training, agents who deserve rewards, and more.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

Fonolo

APRIL 6, 2020

The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams. This call center solution is great for larger teams and businesses. Using Virtual Contact Center Apps .

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

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

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. You feel like no matter what you try, it’s not going to work.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

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

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being. How can you improve contact center efficiency?

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

Amplifai Coaching Category

FEBRUARY 14, 2024

Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more. Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction.

Average Handle Time 52

Average Handle Time Call Center Morale Contact Center 52

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

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

CX Global Media

JUNE 28, 2017

You must get the basics right in your contact center. What it really comes down to is you must understand the core of what needs to happen to make the contact center function and make your customer management function. The post This is what’s happening at Call Center Week appeared first on Call Center Coach.

Call Center 149

Call Center Average Handle Time Contact Center Coaching 149

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

BlueOcean

DECEMBER 2, 2024

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? What are you looking for in a contact center partner? We want to hear from you.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62