2016 Average Handle Time Benchmark Metrics 
Kayako
JANUARY 19, 2017
Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. Support metrics are crucial at Kayako. For live chat, that means responding to customers quickly and streamlining chat handling times. Stage 1: Identify reasons for high average handle time.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.
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Comm100
AUGUST 21, 2018
One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.
Comm100
AUGUST 21, 2018
One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.
Fonolo
SEPTEMBER 27, 2016
We often hear from call center managers who are trying to improve their call metrics with our solutions. Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Average handling times (AHT) increase. How Do You Exceed KPIs in Your Contact Center?
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