CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Outsource Consultants

JANUARY 16, 2025

These technologies can analyze 100% of interactions, providing a more comprehensive view of quality.Every industry is different, of course, so if you’re serious about QA, explore a CX strategy session with one of our CX AI experts. Both QA team members and agents need thorough education on quality standards and evaluation processes.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Providing agents with a unified interface that integrates with all the necessary systems and applications can save time, increase efficiency, and reduce the likelihood of errors.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Call Design

FEBRUARY 14, 2019

It’s an all-star playbook for your business – reviewing the performance of key staff members through quality management , and recognising how the overall team can work together to meet targets. Examining team efficiency, staff placements and forecasting in the short- and long-term are all theories explored in the course.

Average Handle Time 60

Average Handle Time Benchmark Contact Center Education 60

Fonolo

MAY 7, 2015

There are, of course, a great many data points to choose from in a call center. They will vary depending on your industry and customers, but there are a few that most customer experience managers are checking on every day: Average Time in Queue/Hold Time. Average Handle Time. CSat/NPS Score.

Call Center 126

Call Center Management Contact Center Coaching 126

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Of course, every company is different, and you may have to customize your service levels. 6) Average Handling Time. 4) Conversion Metrics.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

SharpenCX

OCTOBER 22, 2019

Like First Call Resolution and Average Handle Time. One study from Service Quality Management Group found that for every 1% improvement in FCR, there’s a 1 percent improvement in CSAT. A real-time dashboard gives you intel to course-correct quickly if agents are missing key metrics.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Noble Systems

MAY 20, 2021

How do all of these modern speech technologies impact business productivity? Well, time is money, and speech technologies can reduce average handle time and potentially speed up resolution of customer issues.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

Playvox

JUNE 10, 2022

In fact, McKinsey estimates that “the average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”. One business in a McKinsey study experienced twice the average retention rate in teams where coaches spent more than 60% of their time on the contact center floor.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Enghouse Interactive

FEBRUARY 9, 2021

This reduces unsuccessful transfers, time in queue and average handle times (AHT). Throughout the course of this blog series, we’ve explored how successful companies think differently. Personalization (25.8% planned, 52.9%

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Balto

JANUARY 3, 2025

For example, focusing solely on Average Handle Time (AHT) may improve efficiency but hurt customer satisfaction if it leads to rushed interactions. Average Handle Time (AHT): Tracks the efficiency of your agents in resolving customer issues. The metrics you monitor must align with your business priorities.

Best practices 52

Best practices Call Center First call resolution Coaching 52

NobelBiz

APRIL 5, 2022

Reducing Average Handle Time Of course, every customer service manager wants to enhance traffic flow while lowering expenses. They aim to decrease the amount of time it takes to handle a call and optimize it to be as short as feasible. To put it another way?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

ROI CX Solutions

DECEMBER 6, 2024

This better positions contact centers to understand where their customers are coming from, allowing agents to course correct in real-time and allowing team leads to adjust strategies for long-term success.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52