Calabrio

MARCH 27, 2025

Setting an Average Handle Time Benchmark: What is a Good AHT? So, while this industry standard offers a good starting place for contact centers looking to benchmark their own performance, its important to analyze your operations metrics within their historical context to derive insights that guide your strategies for improvement.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. Match the employee’s feedback data with call logs. Encourage your agents to share how they feel about customers.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Spearline

OCTOBER 5, 2021

Pinpoint failures, identify patterns, and share information using our detailed call logs. Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This is immensely helpful to call center agents and managers alike. Take advantage of free trials and benchmark different providers to stay informed. Focus on success.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

Vonage

APRIL 17, 2018

What’s more, every minute that runs over this benchmark significantly increases the chances of them hanging up and taking their custom elsewhere. On average, respondents spend 142 minutes a week logging call data, with over a quarter (28%) spending more than three hours a week updating records.

Interactive Voice Response 48

Interactive Voice Response Self service Call Logging CRM 48

NobelBiz

MARCH 19, 2024

Historical dashboards serve as invaluable tools for benchmarking performance over time and driving continuous enhancement of service quality. Insights gleaned from historical trends enable strategic planning, performance evaluation, and identification of areas for improvement.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Noble Systems

NOVEMBER 17, 2020

Computer telephony integration put call logs (call history, recordings, transcripts, metrics, etc.) Watch our video to learn best practices to ensure your IVR presents the right choices to customers, walk through the benefits of Automated Callbacks, and see how to set benchmarks to evaluate your IVR’s performance.

Interactive Voice Response 57

Interactive Voice Response Technology Customer Experience call center software 57