ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

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TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. Harvard Business Review conducted a comprehensive survey of call center representatives and classified them into seven different types, according to their personalities and approaches to the job.

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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.

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Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

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Contact Center Call Center Average Handle Time Real estate 334

TeleDirect

MARCH 13, 2025

Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Reduces response times and improves problem-solving abilities. Provide access to knowledge bases and FAQs for quick reference during calls.

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Best practices Call Center Customer Service Average Handle Time 62

TeleDirect

MARCH 20, 2025

With customers increasingly expecting fast, efficient, and personalized support, call centers must adopt best practices and innovative strategies to meet these demands. Implement a knowledge base with solutions to common issues. Personalize Customer Interactions Personalization makes customers feel valued and appreciated.

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Call Center Multi-channel support Customer Service First call resolution 62

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. He is an expert on knowledge bases and is KCS certified.

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Call Center Metrics Contact Center Wait times 561

TeleDirect

MARCH 9, 2025

Reduce Average Handle Time (AHT) Without Sacrificing Quality Use call monitoring software to identify and remove inefficiencies. Encourage the use of knowledge bases for quick access to customer information. Personalize Every Interaction Address customers by name and acknowledge past interactions.

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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. The agent simply needs to personalize it and send it on, cutting handling times while preserving accuracy and customer satisfaction. Published on: July 04, 2018.

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Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

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TeleDirect

JANUARY 17, 2025

Avoid taking negative comments personally. Avoid generic responses; personalize your acknowledgment. Key technologies include: Customer Relationship Management (CRM) Systems: Provide access to customer history and preferences for personalized support. Average Handle Time (AHT): Tracks the time taken to resolve customer issues.

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Customer Service Call Center Average Handle Time Customer emotions 71

Babelforce

JUNE 10, 2021

14 tips to cut Average Handling Time #1 Improve your call routing #2 Gather customer information automatically #3 Show customer information on screen #4 Improve your data collection #5 Offer omnichannel support #6 Train agents thoroughly #7 Provide agents with support #8 Create more effective processes!

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Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.

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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.

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Contact Center Interactive Voice Response Average Handle Time Wait times 52

LiveChat

APRIL 25, 2016

On the other side, the agent invested her time with nothing productive in it. The key point that plays a significant role in this is ‘Average Handling Time’. Definition wise, it is just the total time invested divided by the total number of calls. Repeated questions from the agent kill a lot of time.

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ROI CX Solutions

DECEMBER 16, 2024

Use historical data for forecasting Historical data refers to information your contact center has collected over time from customer interactions and agent activities. This data lets you view call volumes, average handle time, first-resolution rates, and customer satisfaction scores to prepare your contact center for the holidays.

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Myra Golden Media

APRIL 11, 2023

This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. AI can free your agents to focus on complex customer issues and provide personalized service.

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Calabrio

FEBRUARY 14, 2025

Leveraging AI-driven coaching tools like Calabrio Auto Quality Management and e-learning platforms enables personalized, data-driven training that enhances performance while keeping costs under control. When done right, self-service improves both customer experience and operational efficiency.

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Outsource Consultants

APRIL 12, 2021

Maybe you’ll be training exclusively remote long-term, or perhaps you’ll gradually shift to in-person instruction down the road, Make sure your tools elevate your training. Here are some ideas: Leverage a knowledge base. Either individually or as duo, have the agents find the answers in the knowledge base.

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Calabrio

APRIL 11, 2025

In our State of the Contact Center 2025 report , leaders ranked 24/7 availability, more personalized service, and greater demand for speed, efficiency, and trust as customers top rising priorities. searching the internal knowledge base, and accessing performance or evaluation data within a reporting dashboard.

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TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Another significant pain point is the lack of personalization.

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Call Center Customer Service Average Handle Time Interactive Voice Response 124

Outsource Consultants

MARCH 18, 2025

Key metrics to consider include customer retention rates, average handle time, and first call resolution rates. Call centers should focus on personalized interactions, quick issue resolution, and proactive communication to improve CSAT scores.

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pindrop

OCTOBER 12, 2021

At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. Pindrop research shows that up to 30% of customers struggle with KBA based identity questions, while more than half of criminals pass them.

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Abandon rate Contact Center Self service Banking 52

Balto

MARCH 3, 2025

Modern IVR systems use contextual awareness to personalize interactions based on caller history and preferences. Voice biometrics and authentication streamline the verification process, reducing average handle time by 45 seconds per call.

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

Nicereply

JANUARY 27, 2022

Blog tip: 5 Practices For Creating A Customer Service Knowledge Base. Blog tip: 5 Ways to Reduce Average Handle Time Without Sacrificing Quality. Blog tip: 5 Ways to Reduce Average Handle Time Without Sacrificing Quality. Send personalized messages to customers.

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Calabrio

MARCH 11, 2025

Leverage AI-driven quality management to uncover personalized insights on each interactionwithout the need for manager intervention. Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4.

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Hodusoft

JULY 19, 2023

Features such as automatic call distribution , IVR, and CRM integration make call routing more efficient, enable personalized communications, and give agents access to customer data which results in faster resolution to inquiries and improved customer satisfaction.

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Help Scout

JULY 8, 2021

A simple way to think about it is as a shared email folder: More than one person can access the shared folder from their own email account once invited by the group admin. Though Google Collaborative Inbox is arguably more efficient than handling support tickets out of multiple personal email accounts, it’s still quite limited.

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bold360 Blog

OCTOBER 2, 2020

Intelligent routing thus helps personalize the customer experience and expedite service. Decreased Average Handle Time (AHT). By reducing the number of customer transfers and time the customer is placed on hold, companies see better AHT metrics, which also impacts customer satisfaction. More Personalized CX.

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Mindtouch

AUGUST 21, 2019

Accordingly, knowledge management—and specifically knowledge management tools—has emerged as a major organizational priority. What is knowledge management? What is a knowledge base? Knowledge management vs. knowledge base. Stakeholders in knowledge management. Knowledge management KPIs.

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Upstream Works

NOVEMBER 19, 2020

This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

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Customer Service Life

JANUARY 7, 2021

The real question for leaders is whether or not the macros are provided in a centralized location or agents are required to “go rogue,” keeping their own personal document full of responses. Most popular, cloud-based ticketing systems offer macro functionality. An internal knowledge base will also do just fine.

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pindrop

JULY 6, 2021

Caller authentication is the process of verifying the identity of persons via the phone channel. You definitely have to review your related processes if: There is a lack of personalization in the customer experience especially when calling from a verified number. The average handle time on your calls is above the industry average.

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TechSee

SEPTEMBER 18, 2019

Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work.

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Kayako

MARCH 3, 2016

In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).

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Outsource Consultants

JANUARY 14, 2025

This approach matches customers with agents who have the specific expertise needed to handle their inquiry, which leads to faster resolutions. Robust Knowledge Management System A comprehensive knowledge base is an indispensable tool for both agents and customers.

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Contact Center Average Handle Time Coaching First call resolution 67

pindrop

AUGUST 16, 2021

Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Static knowledge-based authentication is the use of questions with presumably unique answers that should be specific to you – for example, “What is your favorite food?”

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