Callminer

APRIL 24, 2020

In addition to call monitoring and scoring, managers and supervisors should also make it a point to schedule in time for targeted coaching sessions with agents. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Reduce average handling time (AHT) without compromising quality. Methods include: Post-call surveys to gather customer opinions. Highlight strengths while addressing areas needing improvement.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX.

Best practices 52

Best practices Coaching Scripts Contact Center 52

Fonolo

JUNE 9, 2020

Average Handle Time (AHT). Average Handle Time (also known as Average Response Time) refers to the amount of time it takes for an agent to answer an incoming inquiry. But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Balto

MARCH 3, 2025

Voice biometrics and authentication streamline the verification process, reducing average handle time by 45 seconds per call. Natural Language Processing: The Human Touch NLP engines interpret customer intent and sentiment in real-time, helping agents respond with appropriate empathy and solutions.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

TechSee

SEPTEMBER 29, 2020

The Harvard Business Review indicates that the cost of each self-service transaction is negligible, while the average cost of a live service interaction runs to between $7 and $13. Reduce second-time calls with better FCR. ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self service Gamification Contact Center 196

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions.

Call Center 117

Call Center Technology Gamification Coaching 117

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? Smarter Coaching Is A Smart Investment.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Current agent coaching is leading to customer—and agent—turnover. Better call center coaching creates—and retains—better agents.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Calabrio

APRIL 8, 2025

Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel. This allows you to understand how customers truly feel across the board, not just the opinions of those motivated enough to respond to a survey.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Calabrio

APRIL 24, 2025

In fact, according to our recent survey of global CX leaders , 98% of contact centers are already using AI. This identifies coaching opportunities and ensures compliance adherence far more comprehensively than manual methods. How exactly are contact centers using AI, though? And how successful are their current AI strategies?

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

SharpenCX

MAY 26, 2020

With effective and frequent customer service training and coaching. Aside from quarterly summits, make a schedule for more frequent coaching. Have a scheduled 1:1 time with each agent or supervisor on your team. Read Now: Take the Time to know your Agents’ Hopes and Dreams and Retain Talent for Long-term Success.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Global Response

MARCH 12, 2025

Average handle time (AHT): Tracks how long an agent takes to complete a customer service interaction. Customer satisfaction (CSAT): Evaluates customer satisfaction through post-interaction surveys, asking them to rate their experience on a scale. Accessing this feedback allows opportunities for coaching and retraining.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Taylor Reach Group

APRIL 8, 2021

In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! Then limit these reviews and coaching that is required only to those staff in the lower performance quadrant.

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Agent Performance and Development: QA provides valuable insights for targeted coaching, empowering agents to enhance their skills and performance.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

BlueOcean

DECEMBER 2, 2024

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. We also track customer responses – both through surveys and reviews – to help us follow up and go back to training if necessary.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Balto

FEBRUARY 20, 2023

Myth: Call coaching software is only helpful for onboarding new agents. Fact: 61% of tenured agents use call coaching software and those who do have higher job satisfaction and other success metrics across the board. How Does Call Coaching Software Help New Agents? How Does Call Coaching Software Help Tenured Agents?

Coaching 52

Coaching Gamification Average Handle Time Contact Center 52

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Coach And Motivate. Another fear many managers have is how to engage with remote workers and coach them to improve when they need it.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Determine what your employees think of your leadership skills with an anonymous survey.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Your other metrics, such as response time, average handle time (AHT), escalation rate, etc.,

Coaching 91

Coaching Metrics Average Handle Time Consulting 91

NICE inContact

JANUARY 11, 2019

By the 2000s, adoption of quality management software soared, supporting targeted agent coaching. As seen in the graphic, 91% of the 2,400+ consumers surveyed agree that they expect companies to provide a seamless experience when moving from one communication method to another, e.g., from phone to text or chat to phone.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Think about the evaluation, the calibration, and the coaching. Surveys that “only” ask you to rate agent performance. Trust and Fairness.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. According to the ASAPP survey, 77% of agents say hands-on training and shadowing are more effective than reviewing written materials. Go Beyond Metrics To Offer Individualized Coaching.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. In the process, they equip leaders to identify skill gaps, deliver targeted coaching, and develop effective ongoing training programs. Transactional Data: Purchase history, order tracking, and payment information.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Outsource Consultants

JANUARY 14, 2025

Regular coaching sessions, performance incentives, and career development opportunities can significantly boost agent engagement and retention. Smart Call Routing and Queue Management Efficient call routing and queue management minimize wait times and ensure customers reach the most appropriate agent for their needs.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

BlueOcean

JUNE 26, 2018

In the contact center, Average Handle Time is an important metric, but if an agent feels rushed to finish a call, the quality of the customer experience could be negatively impacted. We also track customer responses – both through surveys and reviews – to help us follow up and go back to training if necessary.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Customer Service Life

OCTOBER 28, 2023

They do so by only reviewing customer interactions during routine quality assurance evaluations based on a checklist rather than encouraging and coaching agents to make human-to-human connections. But have no fear, when you have the time to respond, we are absolutely here to help you out.”

Contact Center 108

Contact Center Average Handle Time Surveys Customer Support 108

Tethr

JUNE 17, 2020

A large Fortune 500 telecommunications company is using TEI to help the agent improve handling of tough customer situations and to upgrade the customer experience. Before using Tethr and TEI, the company depended on QA to surface potential problems with a specific call based on a low customer effort score received via their survey platform.

Telecommunications 65

Telecommunications Average Handle Time Coaching Scripts 65

Outsource Consultants

JANUARY 27, 2025

Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Outsource Consultants

JANUARY 16, 2025

Actionable Feedback Loops: Provide timely, constructive feedback to agents. The most effective QA programs offer immediate insights, allowing for real-time improvements. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74