CCNG

SEPTEMBER 27, 2023

It seems logical that the average time could be reduced if customer-facing agents could find the answer at conversational speed without having to scroll through articles, frantically trying to find the right information.With a reduced average handle time, the contact center would be able to handle these calls with a lower headcount.

Management 195

Management Average Handle Time Self service CCNG 195

Callminer

MAY 26, 2020

It can be close to impossible to manage these critical success factors without help from specialized software. Such information comes in handy where scheduling and staffing are concerned, allowing you to maintain a sufficient stock of agents at key times during the day. First Response Time. Average Handle Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

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. What if you have a brand new technology platform?

Management 195

Management Average Handle Time CCNG Contact Center 195

TechSee

JANUARY 19, 2025

AI Orchestration is like a great team manager. Like a team manager, the AI Orchestrator ensures that all the different AI tools—like chatbots, voice assistants, and visual AI , each with their own unique skills and use cases—work together seamlessly. Conclusion Orchestration is a game-changer.

Average Handle Time 109

Average Handle Time Chatbots Customer Experience Management 109

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.”

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.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! 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. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

TeleDirect

MARCH 20, 2025

Teach stress management techniques to handle difficult calls. Monitor and Analyze Performance Metrics Regularly track KPIs such as customer satisfaction scores (CSAT), average handle time (AHT), and call abandonment rates to identify areas for improvement. Q5: Why is follow-up important after resolving an issue?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Call Design

FEBRUARY 19, 2025

Between managing agent schedules, handling customer interactions and ensuring employees stay engaged and productive, theres a lot to juggle. Real Time Analysts therefore have a difficult task. Traditional Real Time Management methods are not only time-intensive but also prone to errors.

Time management 60

Time management Management Coaching Average Handle Time 60

TeleDirect

MARCH 13, 2025

Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Reduces response times and improves problem-solving abilities. Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT).

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

TeleDirect

DECEMBER 19, 2024

Optimized Workforce Management Having the right people in the right place at the right time is essential. TeleDirect employs sophisticated workforce management software to forecast call volumes and schedule agents accordingly. Monitoring and Continuous Improvement Faster response times dont happen by accident.

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

CCNG

JANUARY 13, 2021

Automation Continuing to drive operational efficiency will be a focus and finding ways to improve AHT (Average Handle Time) is not only realistic but achievable and measurable. The true test of a leader is to manage during difficult times.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

ShepHyken

JANUARY 22, 2021

However, it becomes much easier for the organization to stay in sync, aiming for clarity, transparency, and better management of the remote contact center agents. Network & Device Management. For instance, if the agents’ device is unsupportive, the manager can fetch a report to track that. Real-time Remote Monitoring.

Best practices 236

Best practices Call Center Average Handle Time virtual call center 236

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. If customers are abandoning the line too frequently, it could signal that there are issues with individual agents or general call management practices.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

ShepHyken

MARCH 30, 2018

Average Handling Time. A lower Average Handling Time means more satisfied customers, more productive agents and a lower cost per interactions. Type: Management Centric. “It Type: Performance Centric. Employee retention.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

TeleDirect

MARCH 14, 2025

Ways to minimize wait times: Use automatic call distribution (ACD) to route calls to the right agents. Optimize workforce management to match staffing levels with call volume. Average handle time (AHT). Implement callback options to allow customers to receive assistance without staying on hold.

Best practices 62

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

Fonolo

AUGUST 12, 2021

As managers, you need to be aware of your agents’ performance to ensure a good customer experience. Average Handle Time (AHT). Average handle time is the average amount of time it takes an agent to wrap up a phone call or live chat. And, agent performance is linked to agent productivity.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions. This will help align the team towards common goals.

Management 116

Management Average Handle Time First call resolution Self service 116

TeleDirect

MARCH 9, 2025

Train Agents for Speed and Efficiency Teach effective call-handling techniques to resolve issues quickly. Reduce Average Handle Time (AHT) Without Sacrificing Quality Use call monitoring software to identify and remove inefficiencies. Q6: Can reducing wait times improve First Call Resolution (FCR)?

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

NobelBiz

FEBRUARY 25, 2025

Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Real-Time Insights & Monitoring: AI detects issues instantly, ensuring compliance and better agent performance. Many call centers are still stuck using outdated quality management methods.

Quality management 52

Quality management Call Center Management Coaching 52

ShepHyken

JANUARY 18, 2022

Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. Top Takeaways: Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth.

Journey mapping 198

Journey mapping Average Handle Time Feedback Consulting 198

BlueOcean

MARCH 11, 2025

When we layer these different metrics together in our analysis tool, along with traditional metrics like average handle time, we can paint a complete picture of what’s really happening in customer interactions.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

NobelBiz

DECEMBER 3, 2024

By predicting call volumes, managers can avoid costly overstaffing while preventing the risks associated with understaffing. Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. Optimize workforce management and resource allocation.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Myra Golden Media

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. But if your customers don’t feel you get it, it will be harder for you to manage the call. This focus will shave seconds, if not minutes, off your talk time!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

NOVEMBER 15, 2022

Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. The more touchpoints management and agents have with one another, the more opportunities you’ll have to evaluate and achieve your shared goals. How can management support you in achieving your goals?

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

CCNG

MARCH 1, 2023

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. Once you have the right people, you need to give them proper training to align with your organization and its beliefs.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

TeleDirect

MARCH 20, 2025

Provide stress management techniques to help agents remain calm under pressure. Monitor and Improve Call Quality Call quality monitoring helps maintain high standards and allows managers to assess agent performance objectively. Strategies to Reduce Wait Times: Implement call-back options to avoid long hold times.

Call Center 62

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

Fonolo

SEPTEMBER 2, 2021

Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Call center managers can establish benchmarks by setting goals for their call center metrics , also known as key performance indicators (KPIs). Long wait time is the most common reason for call abandonment.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. Create role-play scenarios that sharpen sales rebuttals.

Management 125

Management outsourcing Gamification Average Handle Time 125

TeleDirect

JANUARY 17, 2025

In this blog, we will explore proven techniques for managing difficult calls, the importance of maintaining professionalism, and how developing these skills can set your business apart in a competitive marketplace. Empathy Empathy is crucial in managing difficult calls. Gather critical details to resolve the issue effectively.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71