2014 Average Handle Time Interactive Voice Response Wait times 
Talkdesk
MAY 14, 2019
Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. What is Call Center Average Wait Time?
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. 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. Escalating from a digital channel to voice.
CSM Magazine
SEPTEMBER 28, 2021
Long hold and wait times can anger already frustrated customers, creating a poor user experience and negatively impacting customer satisfaction. Further, employing a full staff of live agents on a 24/7 basis is not only costly but also inefficient and prone to errors and increased wait times. Agent Assistance.
Expert insights. Personalized for you.
61 
Let's personalize your content