SharpenCX

DECEMBER 2, 2020

As call center trends shift and move, it’s important to keep pulse on how “ good” customer service is changing, plus what you need to do to keep up. . A few weeks back, we outlined the future of customer service and talked through three major trends impacting your call center in 2021 and beyond. . In fact, it’s growing.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

TeleDirect

APRIL 7, 2025

Product updates Policy changes Performance-based training Industry trends and best practices Best Practices for Effective Call Center Training Successful training programs are structured, engaging, and adaptable. Ongoing and Refresher Training Continuous development helps agents stay sharp and adapt to new challenges.

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Call Center First call resolution Best practices Gamification 62

Calabrio

FEBRUARY 14, 2025

Focus on smart training & coaching A well-trained workforce is key to delivering high-quality service, but effective training doesnt have to be costly. By strategically identifying the right moments to coach agentswithout compromising staffing levelsyou can maintain customer support efficiency.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

TeleDirect

MARCH 20, 2025

Regular QA Monitoring Consistent monitoring helps maintain high standards and identify trends or recurring issues. Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Data-Driven Insights Leverage analytics to spot patterns and trends from audited calls.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

ROI CX Solutions

APRIL 24, 2025

Clear communication helps agents resolve issues faster, speeding up the call process and improving average handle times as well as customer satisfaction scores. Organize the suggestions in reports to identify the most pressing trends. Focus on the most vital information in each turn of the conversation.

Scripts 92

Scripts Call Center Upselling Feedback 92

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. Or do they need more guidance on how to handle certain types of customer conversations? Customize trainings.

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First call resolution Call Center Average Handle Time Contact Center 157

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. This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Are there common trends indicating specific skill deficiencies?

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Contact Center Coaching Call Center Average Handle Time 52

Global Response

MARCH 12, 2025

Average handle time (AHT): Tracks how long an agent takes to complete a customer service interaction. Descriptive analytics Descriptive analytics focus on using past data to look for patterns and trends. Knowing these trends can help you plan how to assist customers in the future.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

NobelBiz

FEBRUARY 25, 2025

Real-Time Insights & Monitoring: AI detects issues instantly, ensuring compliance and better agent performance. Challenges & Future Trends: AI adoption faces costs and resistance, but promises hyper-personalization and smarter support. Average Handling Time (AHT) optimizing the time spent on each call.

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Quality management Call Center Management Coaching 52

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.

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Average Handle Time Contact Center First call resolution Analytics 156

CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

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Contact Center Interactive Voice Response Average Handle Time Wait times 52

Calabrio

APRIL 24, 2025

Discover the key trends shaping the future of contact centers. Top Contact Center AI Trends & Use Cases Of course, with all this optimism comes an important question: How will AI achieve all this? This identifies coaching opportunities and ensures compliance adherence far more comprehensively than manual methods.

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Contact Center Customer Experience Coaching Self service 52

Callminer

SEPTEMBER 7, 2017

Average speed of answer is one of the most important metrics for call centers to measure. The concept is closely tied to (and often confused with) those of average handle time and first call resolution. However, there are important differences between them.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

Fonolo

AUGUST 17, 2021

Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

MAY 26, 2020

Download Now: See what Frost & Sullivan say are the most important trends impacting contact centers. 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.

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Contact Center Customer Service Coaching Customer Experience 128

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.

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Contact Center Average Handle Time First call resolution Metrics 129

Momentum Telecom

FEBRUARY 5, 2025

This in-depth visibility is critical for delivering excellent customer service and making smarter operational decisions based on live call data or emerging trends. Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time.

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Analytics Abandon Call Abandon rate Call Logging 52

Connect

APRIL 23, 2025

These efficiencies result in reduced average handling times (AHT) and increased first-call resolution (FCR) rates, which improves customer satisfaction. Skill-based call routing can also reduce call charges by giving customers the option to choose a call path based on a series of client-defined questions.

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Customer Service Average Handle Time Chatbots Self service 52

Callminer

FEBRUARY 4, 2021

As well, a specific focus on compressing Average Handle Times (AHT) allows organizations to maximize their limited capacity. You can use AI to comb through and find the common themes and analyze which trends you need to prepare your reps to handle. Coaching needs to happen in real time from management.

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Call Center Contact Center Finance Consulting 345

Calabrio

MARCH 5, 2025

Effective call quality monitoring solutions and the contact center quality management programs they support provide valuable insights that drive agent coaching, process optimization, and ultimately, increased customer satisfaction and loyalty. 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

Calabrio

MARCH 11, 2025

The evolution and future of contact center QA methods: From manual to AI-powered Historically, contact center QA methods have leveraged manual monitoring and review of individual interactions, then relied on selective sampling to extrapolate a picture of overall performance and trends.

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Best practices Contact Center Chatbots Call Center 52

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Improve AHT with knowledge bases. Accelerate resolutions with AI-powered agent assistance. Use automation as a force multiplier.

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Call Center Self service Gamification Contact Center 196

NICE inContact

JUNE 5, 2019

The best QM and PM programs in the world won’t drive improved results if agents aren’t receiving effective coaching — the medicine of the contact center. From my time in the contact center, I know that when things get busy, coaching is the first thing to get pushed to the side — to the detriment of agents and your customers alike.

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Coaching Contact Center Average Handle Time Quality management 54

Ansafone

MAY 12, 2025

Average Handle Time (AHT) Driving efficiency in call resolution. First Contact Resolution (FCR) Ensuring issues are resolved the first time. In addition to these core metrics, we also track call abandonment rates, escalation trends, and agent utilization.

outsourcing 62

outsourcing Call Center Contact Center Abandon rate 62

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

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Call Center Customer Service Average Handle Time Interactive Voice Response 124

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

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. What exactly does it mean, how is it measured, and what are the current industry trends? Next stepattrition. Listen to your customers!

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

Calltools

MAY 3, 2023

With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole. Review the information and highlight any trends you notice. To implement text analytics successfully: Analyze the most apparent issues first.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

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Call Center Feedback Coaching Average Handle Time 84

Calabrio

APRIL 8, 2025

Aggregation and Insight Generation: Compiling the classified sentiment data to calculate overall customer sentiment metrics, identify trends over time, correlate sentiment with other KPIs, and visualize findings through dashboards and reports. Analyzing sentiment in near real-time can act as an early warning system.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Fonolo

SEPTEMBER 27, 2016

Handpicked related content: Top Contact Center Trends in 2020. Not only do you have to have the right people talking to your customers, but you have to have the right managers in place motivating and coaching the agents.” As James Pollard at The Advisor Coach tells us, you need to implement constant training for all.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Fonolo

MAY 7, 2015

This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Great call center managers know how these fit into the wider organizational strategy, and how that fits into the wider trends of the contact center industry. Coach and Teach, Don’t Preach.

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Call Center Management Contact Center Coaching 126

BlueOcean

DECEMBER 18, 2023

For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. Coaches would get to know the agents on their teams. Analyzing 100% of conversations in real time changes that. One percent of one percent… at best.

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Contact Center Average Handle Time First call resolution Coaching 71

Calabrio

MARCH 5, 2025

Data Analysis: Transforming Raw Data into Meaningful Patterns Once collected, the CX analytics system undertakes rigorous analysis to identify trends, patterns, and anomalies. Trend Identification: Spotting patterns in customer behavior and preferences. increase in annual top-line revenue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

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Contact Center Gamification Analytics Average Handle Time 59