ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

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. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching. Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

AUGUST 25, 2022

In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article. You can use these in a huddle or team meeting, and they don’t take a lot of time. Power of One Customer Care and Contact Center Exercises. What difference did one person make in this exercise? ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Contact Center 85

Outsource Consultants

FEBRUARY 27, 2025

Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. This has resulted in improvements in schedule adherence and operational costs for many centers. These exercises improve conflict resolution skills.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Taylor Reach Group

MARCH 27, 2018

Operational Indicators - Average Handle Time (AHT). Calculating Schedule Adherence in the Contact Center . Operational Indicators - Average Handle Time (AHT). In this article, we tackle one of the most important indicators; Average Handle Time (AHT). Continue reading here.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Taylor Reach Group

AUGUST 23, 2017

Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Schedule Adherence. Average talk time. Average hold time. Average handle time. Status states (lunch, break, coaching, training, etc.). First contact resolution (FCR). CSAT/NPS score.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66