Hodusoft

JULY 3, 2023

Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. What is Average Handle Time (AHT)?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Fonolo

JUNE 9, 2020

You may be tempted to track and measure every aspect of your contact center’s performance — instead, pick 5-7 KPIs to focus on so you can focus your efforts where it counts! Average Handle Time (AHT). But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

SharpenCX

MARCH 24, 2020

Metrics motivate, create feedback channels, and provide employees with clarity in their work. Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. So, how do you, as a contact center team, measure up to the rest of your industry?

industry standards 52

industry standards Metrics Call Center Wait times 52

Hodusoft

AUGUST 2, 2023

Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

APRIL 5, 2023

This blog post details seven best practices for managing call center operations. Sophisticated call center software will streamline your calls and automate most of the mundane tasks, your agents’ efficiency and productivity. Invest in the right people Recruiting the right people is extremely important for call center owners.

Best practices 52

Best practices Call Center Management call center software 52

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52