Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Technical Support Customer Service Quality management 29

Global Response

MARCH 1, 2022

Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible? Then you may want to look at average handle time and first contact resolution. In this situation, the best KPIs to track would include average handle time and FCR (first call resolution).

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

NobelBiz

JUNE 4, 2024

A customer service call center is a dedicated facility or a decentralized network of agents tasked with managing customer interactions through various communication channels such as phone, email, chat, and social media.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). CRM can instead be achieved through other service/support applications, such as a Help Desk platform or baked-in GUIs, and a repository provided in many CCaaS platforms.

Contact Center 85

Contact Center CRM Quality management Analytics 85

Global Response

MARCH 18, 2022

Quantitative data could include average time in queue, average handle time, transfer rate, speed of answer and so on. Factors like shorter queue times, reduced average handle times and low transfer rates can improve this score and reduce customer effort.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71