CSM Magazine

MARCH 27, 2025

Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns. Use call recordings and performance reviews to identify areas where team members need additional coaching.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Beyond Philosophy

AUGUST 24, 2023

Companies should consider this cost when designing their experiences that require waiting. I got the idea for this topic while waiting in line at the grocery store. At my local market, a self-check-out was installed to reduce our wait times. Ironically, we have to wait to use them. Was it comfortable? Not really.

Banking 195

Banking Coaching Wait times Chatbots 195

aircall

JANUARY 3, 2018

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. Good coaches make their players better, but great coaches go the extra mile and continue making themselves better as well. Identify Coaching Opportunities. Increased duration might also coincide with a new feature or policy.

Coaching 81

Coaching Morale Analytics Benchmark 81

CX Global Media

FEBRUARY 8, 2018

But, without closure, it is just noisy hassle that wastes my time. Wait time tells me either your organization does not care about customers or your call center is poorly managed. I am unmoved by your excuses and indifferent to your attempts to remind me of my importance as I wait to be served. Easy, not laborious.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Callminer

SEPTEMBER 7, 2017

In its simplest form, ASA is calculated by: ASA = Total Wait Time for Answered Calls/Total # of Answered Calls. . Customers value their time, and so an understanding of what they are experiencing when they call in is the first step to making them happy and improving overall customer satisfaction. Calculate the Average Properly.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

Callminer

NOVEMBER 6, 2018

For example, The CallMiner Index identified that long waiting times is the call center behavior consumers want to avoid most (42% of people feel this way). You might say it’s impossible, or too costly, to have agents waiting around for calls that may never come.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Taylor Reach Group

APRIL 8, 2021

Best in class contact centers, combine ‘Voice of the Customers’ along with ‘Compliance’ and ‘Quality Listening’ to gauge the quality of the contacts and plan proper coaching activities in order to improve the performance of each and everyone of their agents. They will ask their supervisors to perform the QA steps when time allows!

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

Fonolo

NOVEMBER 24, 2020

Nobody escaped the endless waiting times. ” — Kate Nasser, The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Contact Center Teams Had to be More Empathetic. This year, everybody got treated to a big helping of empathy. COVID-19 wasn’t “somebody else’s” problem.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

SharpenCX

NOVEMBER 10, 2020

Then, put the performance data to work in your coaching and training plans. Coach your agents frequently and make it a priority to check in with them daily. Read Next] Fit coaching into your daily workflow with Sharpen’s Quality Management tools. Step #3: Use omnichannel strategies to eliminate long wait times.

Call Center 121

Call Center Customer Service Coaching Wait times 121

Calabrio

MARCH 5, 2025

How AI and automation helps contact centers improve first response time Today, contact center AI and automation is driving optimization across operations by connecting customers with the right resources and minimizing wait times. A well-informed and coached team makes quicker decisions on prioritizing and responding to messages.

Wait times 40

Wait times Analytics Contact Center Coaching 40

Fonolo

JULY 27, 2021

Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times. Offer coaching sessions and mentorship. Consider offering mentorship opportunities or coaching sessions to help agents improve their performance. TIP: Smart routing is a great tool for lowering abandon rates. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Fonolo

AUGUST 17, 2021

During peak call volume periods, make sure you don’t understaff as this leads to overwhelm for your agents and long wait times for customers. Similarly, during slower call volume times, make sure you don’t overstaff. When too many agents are scheduled for a shift, idle time usually increases.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Global Response

JANUARY 8, 2025

Not only does this keep customer wait times down, but it also boosts contact center efficiency, prompting the vast majority of contact centers to plan on expanding their self-service options in the near future. Ready to perfect your CX?

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

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

Outsource Consultants

SEPTEMBER 14, 2021

Waiting is the Hardest Part (But It Doesn’t Have to Be). Customers have not only come to expect inevitable wait times — they’ve come to loathe them. When faced with unanticipated hold times and slow inquiry resolution. It’s no wonder customers have such low expectations. Don’t wish you started three months sooner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Global Response

MARCH 12, 2025

With real-time analytics, call agents can tailor their responses by gathering consumer data across multiple channels and anticipating customer needs before they arise, all while reducing wait times. With these insights, you can track how many calls are being resolved and how much time an agent spends with each customer.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Fonolo

AUGUST 12, 2021

Call abandonment often occurs because customers become frustrated with long wait times. If we’re honest, most customers don’t like waiting, period. Invest in ongoing training for call center agents and make time for one-on-one coaching. Create learning opportunities for your agents to improve.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Leaders and employees noticed that the processes of engagement, like training and coaching, just didn’t work anymore. Yes, there are video conferencing platforms that engage employees for team meetings and coaching, but the brick-and-mortar feeling is gone. Employees have team meetings, round tables and coaching sessions.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Accelerate resolutions with AI-powered agent assistance. Techniques to optimize staffing. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. Additionally, mentoring and coaching programs can play a significant role in skill development.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Balto

MARCH 3, 2025

This creates a more efficient workflow and reduces customer wait times. This reduces wait times and improves first-call resolution rates. Predictive analytics identify peak call times and staffing needs, enabling managers to optimize schedules and resources. Increased efficiency is another major benefit.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Call Design

JULY 6, 2021

This score provides an overall view on the performance delivered, the level of customer service and includes variables such as ease-of-access, wait times and more. Even if it is not set as a KPI, management can use it to coach and train staff to improve the way they handle contacts to get better results.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Momentum Telecom

FEBRUARY 5, 2025

End-to-End Call Visibility: Get a comprehensive view of each callers entire experiencehow many transfers took place, how long they waited in each queue, and how the issue was resolved. By understanding the complete path of a call, you can pinpoint exact bottlenecks, reduce wait times, and improve overall service quality.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Noble Systems

MARCH 30, 2020

In many cases, this exponential increase in call volume is causing a number of related issues , from excessive wait times and higher average hold times, to more disconnects than ever before and more frustrated customers, where patience may already be in short supply. Better train and coach agents.

Management 90

Management Gamification Contact Center Coaching 90

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Customers That Stick

OCTOBER 30, 2014

I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon. While not an adherent to astrology, I am a true Cancer in that my work history is riddled with lateral moves.

Customer Experience 115

Customer Experience Construction Government Coaching 115

Fonolo

APRIL 11, 2023

Deploy call-back technology Robust call-back technology like Fonolo’s suite of call-back solutions allows customers to request a call-back instead of waiting on hold. This reduces wait times and gives customers the freedom to continue with their day while waiting for their turn in the queue.

Best practices 81

Best practices Contact Center Management Abandon rate 81

SharpenCX

APRIL 8, 2020

Proactively serving up helpful info in your IVR – like disclosing excessive wait times – prevents queue overflow and pointless agent interactions. Rather than dedicating a few agents to email interactions and barring a few others from using chat, coach agents on best practices to handle each channel.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Spearline

NOVEMBER 30, 2021

2. Have shorter waiting times. While eliminating ‘on-hold’ time is virtually impossible, it is best practice to shorten the length of time someone is on hold to avoid them feeling frustrated and losing patience with your organisation. 5. Dedicate the time to coach, and give regular feedback to your agents.

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. For example, reducing staffing levels to save costs could lead to longer wait times and reduced customer satisfaction. This could involve training on product knowledge, customer service skills, and communication techniques.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Hodusoft

JULY 19, 2023

Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency. This ensures well-organized call distribution and cuts down customer wait times.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Customer Service Life

NOVEMBER 15, 2020

Here’s a definition: Quality assurance for the contact center is about setting a standard for how the work is done and then ensuring, through evaluation, coaching, and training, that the work is consistently done at or above the standard. Regularly evaluate customer interactions and coach agents. How will quality help?

Contact Center 95

Contact Center Engineering Calibration Coaching 95

Calabrio

MARCH 25, 2025

Examples include contact center performance data (call volume, wait times, etc.), Translate insights into more effective agent coaching and training. Agent coaching and performance management tools. Real-time alerts and AI-driven workflow automation options.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. There are plenty of call center metrics you can use to help determine how you’re doing, the most important ones being: Average waiting time. Average handling time (AHT). Start with Some Self-Reflection.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Taylor Reach Group

SEPTEMBER 25, 2018

We know intuitively that better hiring, better, training, and better coaching will produce better performing agents, but most CCO’s don’t want to make that investment or take that risk. The customer feedback survey data allows us to add other contractual metrics such as FCR, VoC, CSAT, NPS etc. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

SharpenCX

SEPTEMBER 8, 2021

Do customers typically score your company with a 9 or a 10 after they had short wait times and a fast interaction? Use these tactics to lay a foundation for employee engagement: Employee training Better onboarding processes Contextual coaching In-line training Team building Improved hiring practices.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128