CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Callminer

FEBRUARY 21, 2018

He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Outsource Consultants

FEBRUARY 27, 2025

Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. Training Magazine Network provides a platform for social learning and networking among global learning professionals. Many centers use post-call IVR surveys to gather immediate feedback.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CSM Magazine

DECEMBER 12, 2019

The following are a few approaches that have worked successfully for many of my clients: Review/revise your IVR. If an interactive voice response (IVR) system is difficult to use, customers either hang up or zero out to an agent, raising inbound call volume and prolonging average handle time.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. Protect analyzes thousands of indicators across the fraud event lifecycle – from account mining and reconnaissance in the IVR to social engineering attacks against agents. Passport Reduces Average Handle Time and Associated Costs .

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Contact Center 40

CSM Magazine

JUNE 12, 2017

Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Interactive Voice Response 45

Interactive Voice Response Customer Experience Call Center Average Handle Time 45

CSM Magazine

OCTOBER 6, 2021

Once they identified the root cause behind agents underuse of the GPS tool (lack of training, misconception on time taken to use the tool), contact centre leaders were able to partner with the training team to re-launch the GPS tool kit. Delta Dental of Minnesota – Joint runner-up. help finding a dentist 2. treatment 3. benefit questions 4.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52