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

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

Global Response

MARCH 12, 2025

Its used to track valuable KPIs, including: First-call resolution (FCR): Measures how many issues agents can resolve during the first call, usually expressed as a percentage. Average handle time (AHT): Tracks how long an agent takes to complete a customer service interaction.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Eptica

JULY 4, 2018

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. 33% of consumers surveyed by Eptica expect a response to their email within half an hour, for example. Published on: July 04, 2018. Share this page on: Tweet.

Average Handle Time 49

Average Handle Time Best practices Consulting Consulting 49

TeleDirect

MARCH 14, 2025

How to improve FCR: Train agents to handle a wide range of customer inquiries. Enable real-time call monitoring to identify areas of improvement. Teach agents how to handle difficult customers with empathy and patience. Average handle time (AHT). Implement a knowledge base for quick reference.

Best practices 62

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

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Fonolo

MARCH 4, 2021

Many contact centers will track Average Handle Time, or AHT, as a performance metric for agents. The problem is, if agents are concerned about spending too much time on a single interaction, they will end up rushing process and increasing the likelihood of the customer reaching out again with the same issue. DID YOU KNOW?

Metrics 148

Metrics Call Center Abandon rate Abandon Call 148

TeleDirect

DECEMBER 22, 2024

How to Measure: FCR Rate = (Issues Resolved on First Contact / Total Issues Handled) 100 2. Average Handle Time (AHT) Definition: The average time agents spend on a customer call, including hold time and after-call work. Long handle times may indicate complex issues or inadequate training.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

TeleDirect

MARCH 20, 2025

In this blog, we will explore the best practices for auditing calls, the importance of quality assurance (QA), and how to maintain high standards through continuous improvement. Reduce average handling time (AHT) without compromising quality. Methods include: Post-call surveys to gather customer opinions.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

ViiBE Blog

APRIL 28, 2021

So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? Here are the five KPIs that we will focus on: Average Handle Time.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

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. How to Improve Contact Center Agent Performance.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Average Handle Time (AHT). First Contact Resolution. Advisor Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Callminer

FEBRUARY 21, 2018

Keep reading to find out what our pros had to say about the biggest mistakes you could be making when it comes to comparing and purchasing call center monitoring software – and how to avoid them. Any call center monitoring software is only as good as the people who know how to use it. Call centers must keep in mind…”.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Fonolo

SEPTEMBER 9, 2021

Customer expectations change, especially over a long period of time. Call centers must monitor customer interactions, analyze customer data, and actually read the results of customer satisfaction surveys to improve customer loyalty and retention. Use your goals to inform which KPIs you use and how you analyze them.

Customer Service 108

Customer Service Abandon rate Average Handle Time Call Center 108

TeleDirect

MARCH 15, 2025

Customer Retention & Follow-Ups Market Research & Surveys Sales & Telemarketing Support Debt Collection & Payment Reminders 3. How to Choose the Right US-Based Call Center for Your Business When selecting a domestic call center, consider the following: 1. Lower satisfaction due to robotic scripts and miscommunication.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Myra Golden Media

APRIL 11, 2023

Customer Service Master Class is the only training of its kind that not only prepares your employees to support customers with friendliness, empathy, and concern (over the phone, email, chat, and face-to-face) – but how to deliver bad news and de-escalate. Learn more about Customer Service Master Class.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ShepHyken

FEBRUARY 1, 2022

How to Make It Easy for Customers to Find Answers. Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers.

Average Handle Time 183

Average Handle Time Chatbots Self service Customer Support 183

Balto

MARCH 3, 2025

Voice biometrics and authentication streamline the verification process, reducing average handle time by 45 seconds per call. Natural Language Processing: The Human Touch NLP engines interpret customer intent and sentiment in real-time, helping agents respond with appropriate empathy and solutions.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. What Makes a Call Center Service Effective?

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Comm100

SEPTEMBER 28, 2022

A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Ansafone

OCTOBER 20, 2017

For call center managers, metrics monitoring is all in a day’s work, from first call resolution to average handle time, agent absenteeism and much more. Are You Measuring these Top Contact Center KPI’s? Service Quality.

Interactive Voice Response 91

Interactive Voice Response First call resolution Average Handle Time Contact Center 91

Fonolo

OCTOBER 14, 2021

Cost per contact is exactly as it sounds; it’s the amount that any interaction with a customer costs your company over a specific period of time. Here’s how to calculate CPC: At its core, the process of measuring cost per contact is pretty straightforward. Simply pick a time period and follow the formula below.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Callminer

AUGUST 6, 2019

To make the right buying decision, follow these expert tips and suggestions on what to look for and how to evaluate potential call center software solutions. . Additional data can include the number of customers handled, and the overall satisfaction rating (if a survey at the end of the call is enabled) of those customers.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

TechSee

OCTOBER 31, 2018

Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. TOBi to handle a range of customer service-type questions. Vodafone introduced its new chatbot?—? The chatbot scales responses to simple customer queries, thereby delivering the speed that customers demand.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

ROI CX Solutions

DECEMBER 16, 2024

Why contact centers must prepare for the holiday season A recent survey by The Conference Board found that the average American plans to spend $1,063 on holiday shopping in 2024, about 8% more than the $985 they spent in 2023. Evaluate and improve: Review metrics from the holiday season to refine strategies for the next year.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. According to the ASAPP survey, 77% of agents say hands-on training and shadowing are more effective than reviewing written materials. Over time, you can weave in additional support as it makes sense.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

SharpenCX

MAY 26, 2020

Learn How to Build CX Strategy with Better and Usable Data that Already Exists in your Call Center. But how do you build this stellar customer service team? How do you combat those negative experiences from occurring? Or, they give you time for in-depth product and service training and presentations.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Monet Software

JUNE 10, 2021

You need to understand contact trends, including how volumes change throughout the day, week and year; how average handle times are evolving; where your agent occupancy stands; and so on. Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. when it comes to setting goals (specific, measurable, attainable, relevant, time-bound). Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Aspect

MAY 18, 2020

In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. For example, WFM should save not only the duration in an alarm state but also the time that the agent was out of adherence.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Call Experts

FEBRUARY 24, 2022

They might also make outbound calls to survey shoppers or collect market research. To determine what is best for your business, it is essential to understand your business needs and where you want to focus most of your time. How to Find the Best Outsourcing Company for Your Business? Do You Offer Live-Listening?

Contact Center 105

Contact Center Business Process Outsourcing outsourcing Call Center 105

ProProfs Blog

DECEMBER 26, 2019

And how to measure customer experience thoroughly without leaving out important parameters? . How to Measure Customer Experience or Customer Service. All you need to start collecting this type of feedback is to use a reliable survey maker that will help you create a simple survey. Read on and find it out. .

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

Outsource Consultants

MARCH 21, 2025

Market Research & Surveys Outbound agents collect customer feedback, conduct satisfaction surveys, and perform voice-of-customer interviews. Use Case: Post-sale surveys, NPS tracking, competitive research. Key indicators include conversion rates, average handle time, and customer satisfaction scores.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67