TELUS International

MAY 26, 2021

Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?

Average Handle Time 119

Average Handle Time Customer effort Customer Experience Customer Service 119

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

BlueOcean

MARCH 11, 2025

Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience. But its not a simple one. This isn’t a contradiction; it’s valuable intelligence.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

ShepHyken

MARCH 30, 2018

and, while your CSAT is mostly focused on the experience with an agent, the NPS covers the entire customer experience, beyond the borders of your Customer Care department. Nonetheless, similarly to CSAT, the NPS is a great indicator of your progress over time and an important one to track. Average Handling Time.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

TeleDirect

JANUARY 7, 2025

Real-Time Reporting and Analytics Access insights into call volume, Average Handle Time (AHT),Call Abandonment Rate, and service level metrics to continuously optimize performance. Healthcare Handle patient inquiries, appointment scheduling, and emergency support. Minimize downtime with instant troubleshooting.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

ShepHyken

AUGUST 25, 2021

In the customer service and support world, there are many ways that companies measure success. There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more. As Jason pointed out, that’s not always the case. But when it is, it’s nice.

Average Handle Time 395

Average Handle Time Metrics Customer Support Customer Service 395

Myra Golden Media

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). You can move customers out of venting, rambling, and storytelling using Reframing Statements. I’m listening, and I have an answer.

Average Handle Time 314

Average Handle Time Contact Center Customer Experience 314

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. The fifth imperative is, “Uncover the hidden causes and unintended consequences of customers wanting things to be easy. Easy Customer Experiences foster customer loyalty.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

TechSee

JANUARY 19, 2025

The Value of Orchestration in Customer Service Why should businesses care about AI Orchestration? Because it solves real problems and delivers tangible benefits: Enhanced Customer Experience (CX): Ever been stuck with an AI that can’t help you? Need to handle both in a single service interaction?

Average Handle Time 109

Average Handle Time Chatbots Customer Experience Management 109

TechSee

JANUARY 27, 2025

Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. What is AI Reasoning?

Average Handle Time 124

Average Handle Time Chatbots Scripts Engineering 124

Balto

MARCH 17, 2025

Businesses that harness this information effectively can boost customer satisfaction by up to 25% while reducing churn. The key is turning raw interactions into actionable call center insights that enhances both efficiency and customer experience. They help answer critical questions: Why are customers calling?

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

24-7 InTouch

NOVEMBER 18, 2024

The use of automation in digital channels reduces average handling time (AHT) by taking care of repetitive tasks like customer authentication and clarifying intent. The post Article: Enhancing Customer Experience Through SMS Deflection appeared first on IntouchCX.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TeleDirect

MARCH 13, 2025

Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Reduces response times and improves problem-solving abilities. Increases customer trust and satisfaction.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

ProProfs Blog

DECEMBER 26, 2019

And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others?

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

TeleDirect

MARCH 14, 2025

Call Center Best Practices for Superior CX Call Center Best Practices for Superior CX is essential for businesses aiming to enhance customer experience (CX) and build lasting relationships. Average handle time (AHT). Customer satisfaction scores (CSAT). Net promoter score (NPS). Call abandonment rates.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

TechSee

AUGUST 10, 2023

With over 30 million interactions logged annually, TechSee has greater than 1,000 customers and is used by industry leaders including 5 of the top 10 global telecom companies, 2 of the top 3 U.S. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

TeleDirect

DECEMBER 19, 2024

Monitoring and Continuous Improvement Faster response times dont happen by accident. TeleDirect employs robust monitoring tools to track key performance indicators (KPIs) like Average Handle Time (AHT) and First Call Resolution (FCR). Ready to transform your response times ?

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

ShepHyken

JANUARY 18, 2022

Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. Tools: The world has changed in terms of how we speak to our customers.

Journey mapping 198

Journey mapping Average Handle Time Feedback Consulting 198

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Task: Identify a “gap” in the customer experience journey.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

ShepHyken

SEPTEMBER 22, 2020

The Right Way to Measure Amazing Customer Service. How to Create an Empathetic, Omnichannel Service Experience. Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer.

Average Handle Time 39

Average Handle Time Multichannel First call resolution Call Center 39

CCNG

JANUARY 13, 2021

Automation Continuing to drive operational efficiency will be a focus and finding ways to improve AHT (Average Handle Time) is not only realistic but achievable and measurable. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Fonolo

MARCH 16, 2023

KPIs monitor just about everything that happens in a contact center: workflow, scheduling, attendance, agent performance , and customer satisfaction. Or signals that pinpoint places to improve the customer experience, reduce friction and optimize for efficiency. AHT includes hold time, call transfers, and after call work, too.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. Intermediate/Operations focused.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JANUARY 22, 2021

We know that as much as optimizing customer experience is essential, it is also important to provide an exceptional experience to the remote agents. The supervisors can also closely monitor and analyze agents’ availability, average handling time, the number of calls handled, break durations, etc.

Best practices 236

Best practices Call Center Average Handle Time virtual call center 236

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. Intermediate/Operations focused.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

CCNG

SEPTEMBER 27, 2023

It seems logical that the average time could be reduced if customer-facing agents could find the answer at conversational speed without having to scroll through articles, frantically trying to find the right information.With a reduced average handle time, the contact center would be able to handle these calls with a lower headcount.

Management 195

Management Average Handle Time Self service CCNG 195

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience. Find out what’s stopping them from reaching customers promptly.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164