Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

ViiBE Blog

MARCH 18, 2021

A classic call center metric to measure this is the Average Handle Time (AHT). What is the AHT Formula? AHT is calculated by measuring the amount of time each call takes from start to finish, and then averaging it by the total number of calls. What does AHT mean in text? How do you find AHT? How to reduce AHT?

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. Average Handle Time (AHT). I do my best to join #ICMIChat every Tuesday, and I’m only slightly exaggerating when I say that a least once per week someone bangs on the idea of holding agents accountable to a specific AHT goal for phone and chat conversations.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Eptica

SEPTEMBER 18, 2019

For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones. These are just some examples I’ve seen – feel free to leave your own in the comments section at the end of the blog.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. They closely monitor various factors, predict volumes and average handling times (AHTs), and develop capacity plans, etc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

ViiBE Blog

MAY 4, 2021

Key performance indicators (KPIs) like AHT , NPS and FCR are vital to measuring this performance. The ticketing solution organizes multiple calls under the same ticket and uses tags to flag reoccurring issues. After implementing these approaches, the FCR rate will show you if they have been effective or not.

First call resolution 52

First call resolution Call Center virtual call center call center software 52