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. Ensure secure transactions and data protection.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

JULY 11, 2022

Time to Emphasise Real-Time CX Metrics by Ginger Conlon. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time. Customer Experience Magazine) Developing new approaches to measurement is a priority for businesses that want to drive agile decision making.

Customer Service 63

Customer Service Average Handle Time Metrics Analytics 63

TechSee

NOVEMBER 27, 2024

Lead by example, demonstrating a commitment to delivering exceptional customer experiences. 40% reduction in average handle time (AHT). Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Regularly communicate the importance of customer satisfaction to all employees.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Beyond Philosophy

MARCH 15, 2017

The article lists examples of organizations that were making it easy for customers by training front-line employees to remove obstacles in the Customer Experience and encouraging customers to use self-service channels. How to Take It Easy with Customers.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

Call Design

JULY 7, 2020

Average Handle Time. Let’s focus on Average Handle Time. Average Handle time is the sum of talk time, time on hold, and wrap-up time divided by the total number of calls. New staff coming on board and taking longer to find and resolve the issue.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. Isn’t there a better way?

Management 195

Management Average Handle Time CCNG Contact Center 195

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

OCTOBER 16, 2024

Call Quality Trend Dashboard The following figure is an example of the Call Quality Trend Dashboard, showing the information available to agents. This includes the ability to filter on multiple criteria including Dates and Languages, Average Handle Time per Components and Unit Managers, and Speech time vs. Silence Time.

Customer Service 88

Customer Service Scripts Coaching Finance 88

Fonolo

MARCH 16, 2023

Average handle time (AHT) Average handle time computes the average duration of an entire customer transaction. AHT includes hold time, call transfers, and after call work, too. For example, AI-powered chatbots and virtual assistants make metrics like AHT less important.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

JANUARY 18, 2022

Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources.

Journey mapping 208

Journey mapping Average Handle Time Feedback Consulting 208

Myra Golden Media

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. Active Listening Recent research shows active listening is used only three times out of every 100 calls in the healthcare industry, for example.

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

ShepHyken

NOVEMBER 30, 2018

As an example, evaluate abandonment within your web self-service channels. Alternatively, dissect average handle time for your agents’ phone conversations. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. Ensure youre looking at metrics over time to identify patterns or recurring issues.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

BlueOcean

MARCH 11, 2025

For example, when a customer expresses dissatisfaction (“ I’m not happy with… “), the system automatically flags this under negative emotion. For example, we might discover that certain types of customer issues consistently lead to longer handle times and lower satisfaction scores, regardless of agent performance.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Fonolo

SEPTEMBER 2, 2021

Service level measures the number of inbound calls answered within a certain time frame. For example, your call center might strive to answer all calls within 30 seconds. Service level is affected by another metric called Average Speed of Answer (ASA), which measures the average amount of waiting time for customers.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Divide FCR by the total number of calls in a specific time and multiply by 100. Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

CCNG

MARCH 1, 2023

The most striking example of this for me is Eric Clapton’s version of “ Layla ” from MTV Unplugged. Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent. You get what you measure.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

MARCH 23, 2021

For example, placing a food order, changing an address, or adding a vehicle to an insurance policy. You'll eliminate hold times, be able to offer 24/7 customer service, and reduce your average handle time. The best use-cases are transactional, repetitive, and high-volume tasks.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

ShepHyken

JANUARY 11, 2022

For example, a focus on Average Handle Time may lead to incomplete resolutions, striving for a larger customer support headcount may drain a company’s resources. Top Takeaways: The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX.

Average Handle Time 180

Average Handle Time Metrics Customer Service Marketing 180

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

TechSee

NOVEMBER 10, 2020

At the same time, they must ensure that the initiative does not compromise the quality and efficiency of the brand’s service or lose focus on the ultimate goal of ensuring a positive customer experience. When agents can verify with their own eyes that the issue has effectively been resolved, FCR improves.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). If you don’t already have a system to track agent performance , it’s time to make the upgrade. Decide on 5-7 KPIs and set goals to measure your agents’ performances.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Myra Golden Media

APRIL 11, 2023

One example of technology that can be leveraged in the contact center is artificial intelligence (AI). 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

NobelBiz

DECEMBER 3, 2024

Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. These tools can also account for real-time changes, ensuring forecasts remain relevant in dynamic environments. Examples include workforce management systems and predictive analytics platforms.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

TeleDirect

APRIL 7, 2025

Develop a Standardized Training Curriculum Create a comprehensive, easy-to-follow training manual that includes scripts, FAQs, escalation protocols, and examples. Use Blended Learning Methods Combine online training, classroom sessions, role-playing, and real-time coaching for maximum retention. Here are best practices to implement: 1.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Call Design

JULY 6, 2021

Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task. It includes total talk time + total hold time + total wrap up time and is divided by the number of contacts handled.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

ROI CX Solutions

APRIL 24, 2025

Here are some common examples: General openings Good [morning/afternoon/evening], this is [Agent Name] at [Company Name]. Clear communication helps agents resolve issues faster, speeding up the call process and improving average handle times as well as customer satisfaction scores. How may I help you?

Scripts 92

Scripts Call Center Upselling Feedback 92

TeleDirect

JANUARY 17, 2025

Example: A customer upset about a billing error needs an agent to listen carefully to identify the discrepancy and provide a solution. Empathy in Managing Difficult Calls Empathy is a game-changer in handling tough conversations. Example: An empathetic response like, Im sorry youve had this experience.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

CCNG

MAY 30, 2024

As an example, when forecasting for January 2027, the platform should be looking at: Seasonality – How big is January vs. other months in the year? Real-Time Alarms If the platform can see the agent’s work state, then it also needs to be able to have an alarm or notification for when an agent’s state hits a threshold.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

TeleDirect

MARCH 20, 2025

Generating real-time performance reports. For example: Improve first-call resolution (FCR) by 10% in three months. Reduce average handling time (AHT) without compromising quality. Set Realistic and Measurable QA Goals Define clear and achievable objectives that align with business priorities.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots. Closely Monitor the Performance of Your Processes and Technologies.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Fonolo

DECEMBER 13, 2022

Our rich insights help inform your strategy and monitor progress, showing metrics like average handle time (AHT), and much more. . For example, marketing objectives might not be a call center leader’s top priority. Now, Jerry has impeccable customer satisfaction scores, but long average handle times (AHT).

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Call Design

OCTOBER 16, 2024

Threshold colours used for Volume and Average Handle Time variances typically differ from Under/Over Staff data. For example, red might indicate alarming or urgent, while blue often conveys calm or trust. Tip: Assign Threshold colours based on the specific IDP data measure and the story that data should tell.

Average Handle Time 78

Average Handle Time Feedback 78

Callminer

JUNE 21, 2017

Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers. Insights from analytics can also help tailor training and coaching to specific groups or agents.

Best practices 174

Best practices Call Center Morale Coaching 174