Fonolo

JANUARY 31, 2022

When an agent can manage calls without transferring them to different departments, they’re demonstrating an in-depth understanding of the product or service they’re assisting customers with—a perfect indication of impressive agent productivity. Average Handle Time (AHT).

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

JustCall

APRIL 3, 2024

Reduced wait time is directly proportional to happy customers and more sales. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers. This can result in more irate customers or decreased sales.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Playvox

OCTOBER 19, 2021

Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents. Then pilot your solutions and add more capabilities over time.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Balto

DECEMBER 14, 2022

Average Handling Time (AHT). The Average Handling Time (AHT) is the total amount of time an agent spends handling a customer, measured in seconds. This includes the time spent in the phone call itself, in addition to after-call work and hold and transfer time.

Call Center 52

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

NobelBiz

FEBRUARY 21, 2023

It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Babelforce

JULY 29, 2021

It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). Hold time is what happened for the customer.). 9 Wait time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52