TASKE Technology

JUNE 12, 2014

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.

Average Handle Time 40

Average Handle Time First call resolution Call Center Service level 40

Calabrio

FEBRUARY 14, 2025

Leverage workforce optimization solutions Workforce optimization (WFO) tools, such as workforce management (WFM) and quality management solutions , help ensure the right number of agents are scheduled at the right times, avoiding overstaffing while maintaining service levels.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

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.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. Modern consumers are no longer willing to accept poor customer service. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. Contact Center Trend #1: Texting is Back (With Bells On).

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Monet Software

JUNE 10, 2021

You need to understand contact trends, including how volumes change throughout the day, week and year; how average handle times are evolving; where your agent occupancy stands; and so on. Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Expivia

SEPTEMBER 2, 2021

From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. Handled calls : How many of the incoming calls were answered? Service level : How many calls were handled at a given time?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Aspect

MAY 18, 2020

Adherence Analytics – As mentioned above, real-time adherence alerts have become the supervisor’s life-line for keeping employees on-task intra-day, but it ’ s also essential that supervisors and workforce planners be able to look across a span of time to understand trends and recurring patterns of adherence problems.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Expivia

MARCH 11, 2021

Identifying the trends and patterns in all your data can help you determine what you should expect. But, you also need a bit of intuition at times. You always need to think of unforeseen or emerging trends. Every call center is different, so make sure you know the trends. Average Handle Time.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

SharpenCX

MAY 26, 2020

And it’s easy to think that once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Download Now: See what Frost & Sullivan say are the most important trends impacting contact centers. Maybe you have a customer service rep — Courtney — whose KPIs took a hit.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Fonolo

SEPTEMBER 28, 2021

When you start digging into your reports, be sure to check these specific KPIs: Average time in queue – the average duration customers wait on hold for assistance. Service level – the percentage of calls answered within a specified time frame. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

The GLOBO Blog

JUNE 22, 2017

The tool integrates with existing chat platforms and adds professional translators directly into workflows, enabling contact center agents to communicate with limited-English-speaking customers in near real time. The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data.

Average Handle Time 75

Average Handle Time Government Contact Center Healthcare 75

Fonolo

DECEMBER 6, 2022

SLAs: Service-Level Agreements are your promise to your customers. In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities. . Call center development KPIs. Are you meeting them every quarter?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Callminer

MARCH 9, 2020

One approach is to just plug everything into your WFM software and let it provide you with the number of schedules requested to try to meet the service levels consistently. Analytics data will be able to show you things like call volume trends, topics of calls, quality of calls and more.

Best practices 182

Best practices Call Center Analytics Metrics 182

Talkdesk

FEBRUARY 4, 2021

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. With these trends in mind, customer support/service must continue to focus on optimizing their agents’ work-from-home (WFH) environment and operational processes.

Metrics 87

Metrics Abandon rate Technology Customer Experience 87

Global Response

OCTOBER 28, 2022

Drives Service Levels with Proper Forecast The ability to use historical data, trends and other variables such as special events, allows WFM to create volume and staffing forecasts that align with business needs. Maximize contact center potential to meet contract-driven service level agreements.

Contact Center 62

Contact Center Management Average Handle Time Service level 62

BlueOcean

AUGUST 13, 2024

We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)? What is the Average Handle Time? Is the Service Level Agreement being met? To achieve a high-resolution forecast, a center should look at historic queue trends, down to every half hour of every day.

outsourcing 62

outsourcing Call Center Metrics Average Handle Time 62

Hodusoft

MAY 10, 2023

In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

Fonolo

MAY 7, 2015

Great call center managers know how these fit into the wider organizational strategy, and how that fits into the wider trends of the contact center industry. Handpicked related content: Contact Center Trends 2020. Average Handle Time. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Call Center 126

Call Center Management Contact Center Coaching 126

NobelBiz

MARCH 19, 2024

From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem. These dashboards enable supervisors to monitor queue activity, track topic trends, and assess agent skills in real-time.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

SharpenCX

FEBRUARY 10, 2021

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Talkdesk

MAY 14, 2019

Definition: Average Wait Time (AWT), also known as Average Speed of Answer (ASA), is the average time an inbound call spends waiting in queue or waiting for a callback if that feature is active in your IVR system. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Wait times 61

Wait times Call Center Abandon rate Average Handle Time 61

Fonolo

MARCH 17, 2022

Call centers rely on metrics and data, from average handle time to customer satisfaction scores, to ensure quality monitoring and influence business strategy. If your call center is on a downward trend in customer satisfaction, you should emphasize analytical skills and customer service experience in your ad.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

JANUARY 13, 2022

They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. Industry Report: Contact Center Trends 2022. These 4 practices make a strong call center manager. .

Call Center 81

Call Center Management Average Handle Time Metrics 81

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. Average Handling Time. Service Level. Notice a call that got put on hold multiple times?

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Remember that remote work is no longer a trend — it’s now the norm.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

FEBRUARY 24, 2022

Second, you’ll want to look at average handle time: the amount of time it takes for an agent to complete a call from the moment they answer to the moment they finish their post-call tasks. Triple exponential smoothing – this splits forecasting data into 3 components: levels, trends, and seasonality.

Call Center 87

Call Center Contact Center Average Handle Time Best practices 87

teleopti

JULY 1, 2019

With a BI tool, such as Insights, WFM analysts effectively have a canvas in which they can create dashboards using drag and drop functionality, layering in multiple variables, to quickly perform analysis and discern patterns / trends with all of the data needed at their fingertips. Decisions made on data, not heuristics.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

teleopti

NOVEMBER 27, 2018

Use it to spot deviations from normal events such as unexpected spikes in call volumes or even different average handling time (AHT) patterns. Validate long-term forecasts to identify trends. Modern workforce management (WFM) solutions capture huge amounts of data to create a library of valuable information.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

Callminer

AUGUST 6, 2019

Know the latest call center trends. The following trends are particularly important to consider when selecting a solution: “Multi-channel contact centers. The results of this analysis can be used to identify trends in the performance of agents and the contact center as a whole. Keep customer trends in mind.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Expivia

OCTOBER 16, 2020

It is not enough to be able to make adjustments during the game, you need to be able to see trends after the fact as well. Included in your daily summary report should be incoming calls & handled calls in columns right next to each other. Abandons + Handled should equal Incoming. Snapshot Reports – Monthly Volume Trend.

Call Center 52

Call Center Average Handle Time outsourcing Service level 52

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. If you focus too much on efficiency metrics like AHT, you risk sacrificing service quality and frustrating customers. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. If you focus too much on efficiency metrics like AHT, you risk sacrificing service quality and frustrating customers. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Customer Service Life

APRIL 16, 2018

Here’s a working definition to get us started: Workforce management in the contact center is about predicting the staffing required to handle customer contact volumes within a desired service level. Contact volumes – We need to know the expected number of calls, emails, chats, etc during a given time period.

Management 74

Management Contact Center Average Handle Time Service level 74

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. This is the same thinking that goes into calculating handle time.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

NobelBiz

FEBRUARY 27, 2024

By ensuring that the right number of agents, with the appropriate skill sets, are available at the right times, call centers can significantly improve their service levels and customer satisfaction. WFO encompasses a range of practices, from forecasting and scheduling to performance management and agent training.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

NOVEMBER 5, 2019

In fact, research on Fortune 1000 companies found increasing data usability by only 10% led to an average of $2B in revenue growth for the companies each year. And, the same study found reducing time and effort to put context behind user data by 10% made employees more productive company-wide. You know you need it to inform decisions.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98