article thumbnail

The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually. QA teams should support the contact center by defining, documenting, standardizing, and simplifying all performance expectations.

article thumbnail

5 Ways to Reduce Average Handle Time Without Sacrificing Quality

Nicereply

Getting the right tickets to the right agent can have a positive impact on average handle time because it avoids the ticket being passed around from agent to agent. In this post, we’re going to look at Average Handle Time (AHT) and share five ways you can reduce Average Handle Time without sacrificing quality.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

Common approaches to solving such issues include staffing additional agents, encouraging faster answering with more frequent holds and training agents in multiple disciplines so that they can handle a greater variety of concerns. Average Handle Time. AHT also includes any time callers spend on hold.

article thumbnail

How to Reduce Smart Home Returns with Effective WiFi Troubleshooting

TechSee

While on site, they use Connectivity Guru to run site scans, confirm signal coverage, document the setup (“birth certificate”), optimize hardware placement and use visual aids to drive upsales. Field Techs That Finish Right, and Finish Fast When a truck roll is needed, field techs arrive informed.

Upselling 109
article thumbnail

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

article thumbnail

Amazing Business Radio: Adrian Brady-Cesana

ShepHyken

This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are. Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. Process: Have a living playbook and a CX journey map.

article thumbnail

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

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.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.