Taylor Reach Group

MARCH 20, 2018

In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Call Design

SEPTEMBER 21, 2021

Average speed to answer. Average handle time. Average after work time. Gamification has been gaining traction since 2010, with its positive effects on the industry becoming more apparent. Metrics include: • First call resolution. Customer satisfaction rate. Schedule adherence.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Decreased average handle time by 10 percent. Improved average speed of answer by over 50 percent at peak times.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. By: Turaj Seyrafiaan.

Service level 92

Service level Abandon Call Wait times Call Center 92

NobelBiz

FEBRUARY 22, 2023

In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! Empowered contact center agents Similarly, options exist to improve the performance of your agents rather than to replace them. This is done to increase customer satisfaction and improve customer service.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010! Empowered contact center agents Similarly, options exist to improve the performance of your agents rather than to replace them. This is done to increase customer satisfaction and improve customer service.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

eGain

MARCH 3, 2015

Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). For some time, NPS was viewed as the only measure that mattered because it summarized consumers’ attitudes to a company’s brand, product and service in one metric.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69