CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

TechSee

FEBRUARY 10, 2025

The KPIs You Care About: CX, Service, and the Bottom Line When enterprise executives evaluate new technology for AI-driven customer service, they look for ROI, operational efficiency, and top-tier customer satisfaction. Lower Average Handling Time (AHT) Visual, when combined and voice support cut down on back-and-forth.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. No sacred cows … watch out for any processes that are time vampires. Average handling times (AHT) increase. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. Misconception #3: Speed is the most important customer service metric. Combating Common Customer Service Misconceptions.

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

Fonolo

MARCH 2, 2021

But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Your contact center runs on technology , but it’s your agents doing the running. Here are the critical call center agent performance metrics. Other Common Operational Agent Performance Metrics.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Technology is on your side.

Customer Experience 252

Customer Experience Airlines Average Handle Time Contact Center 252

Fonolo

MARCH 4, 2021

Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management. The average call center has an FCR of 72%. DID YOU KNOW?

Metrics 148

Metrics Call Center Abandon rate Abandon Call 148

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

MARCH 20, 2025

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. Q4: What metrics should call centers monitor to measure performance?

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

TeleDirect

DECEMBER 19, 2024

At TeleDirect, weve mastered the art of reducing response times while maintaining exceptional service quality. Here, well share the secrets to our success and how your business can benefit from faster response times. Leveraging Advanced Technology One of the key drivers behind faster response times is technology.

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

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

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

ShepHyken

JANUARY 22, 2021

COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. The supervisors can download the calls to analyze the call quality standards and score each call according to metrics like language proficiency.

Best practices 243

Best practices Call Center Average Handle Time virtual call center 243

ShepHyken

SEPTEMBER 22, 2020

The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. How do you make something simple? You start with your process.

Average Handle Time 39

Average Handle Time Multichannel First call resolution Call Center 39

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Average Handle Time (AHT): Tracks the average duration of a customer interaction.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Global Response

MARCH 20, 2023

If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. your average handle time. angry customers vs. delighted customers).

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Fonolo

MARCH 16, 2023

But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch. KPIs matter. And they’re changing quickly.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

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.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

Fonolo

AUGUST 12, 2021

Important metrics and KPIs for measuring agent productivity. As a call center, you have many metrics and KPIs available to measure agent productivity. 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.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. This knowledge will, in turn, allow you to optimize backend tools and technologies. Alternatively, dissect average handle time for your agents’ phone conversations.

Abandon rate 256

Abandon rate Journey mapping Average Handle Time Customer centricity 256

Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent. First call resolution. Abandonment rate.

Metrics 87

Metrics Abandon rate Technology Customer Experience 87

AWS Machine Learning

OCTOBER 16, 2024

To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service. Solution overview Intact aimed to develop a cost-effective and efficient call analytics platform for their contact centers by using speech-to-text and machine learning technologies.

Customer Service 82

Customer Service Scripts Coaching Finance 82

Outsource Consultants

MARCH 18, 2025

Cutting-Edge Technology Integration Advanced technology integration is another hallmark of effective call center services. The implementation of AI-powered chatbots can handle simple queries efficiently, freeing up human agents for more complex issues.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

BlueOcean

MARCH 11, 2025

Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience. For example, we might discover that certain types of customer issues consistently lead to longer handle times and lower satisfaction scores, regardless of agent performance.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

CCNG

APRIL 12, 2023

Evaluate Alignment of People, Process, and Technology with Today’s Objectives It is very safe to say that everyone in all industries is looking at their labor force, technology, and processes differently than a few years ago. Not average handling time or other internal metrics.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CX Global Media

AUGUST 1, 2019

Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. But not only that they’re also getting reduced average call handling (ACH) time 20% plus improvement in AHT. Please Share.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

TeleDirect

MARCH 9, 2025

By implementing proven strategies to reduce call center wait times, businesses can create a faster, more seamless experience for customers while improving overall call center efficiency. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Use real-time dashboards to monitor queue times and agent performance.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

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). The Executive Guide to Improving 6 Call Center Metrics. Service level: 80%.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

TeleDirect

APRIL 7, 2025

New Hire Training This onboarding phase introduces agents to company culture, processes, technologies, and customer service standards. Company orientation Product/service overviews Basic call handling skills Compliance and privacy regulations (e.g., HIPAA, PCI-DSS) 2.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Expivia

APRIL 29, 2021

If you know what your performance metrics are, you know how well you’re doing. While there are a lot of different kinds of call center metrics, these 15 KPIs are the most crucial to monitor. Below, you’ll see a list of important call center metrics you need to know about and track. Average Handle Time.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

NobelBiz

DECEMBER 3, 2024

Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. This aids in strategic decisions, such as investing in new technologies, expanding teams, or launching new services. This article will discuss why forecasting is vital these days.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

TeleDirect

APRIL 3, 2025

Reason #3: Advanced Technology and Integration Staying ahead of the curve means adopting cutting-edge technology to streamline operations and enhance performance. TeleDirects inbound call solutions are powered by advanced technologies that ensure efficiency and accuracy.

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. 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

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Callminer

JULY 16, 2018

The metrics used to measure an at-home agent’s performance will probably be different since they may work flexible hours or handle a specific type of incoming call. Review their performance metrics weekly to uncover areas they are struggling with and then require the agents to complete trainings specific to their weakest areas.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

TeleDirect

JANUARY 13, 2025

Advanced Technology Modern call centers leverage state-of-the-art technology to enhance efficiency and customer experience. Technology: Troubleshooting software and hardware issues. Financial Services: Secure handling of account inquiries, fraud detection, and payment processing.

Call Center 62

Call Center First call resolution Abandon rate Healthcare 62