Fonolo

NOVEMBER 17, 2020

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. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations?

Metrics 41

Metrics call center software Abandon rate Call Center 41

Kayako

AUGUST 18, 2015

Calculate non-ticket time. If you simply take a 40 hour work week and divide it by AHT ( average handle time ) you’ll be underestimating the resource time you need to get through tickets. This leads to higher wait times for customers, and longer work days for agents. Calculate the time you spend on tickets.

Average Handle Time 89

Average Handle Time Metrics Accountability Wait times 89

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As performance occurs at a very granular level, contact centers rely on a wide variety of performance metrics which are tied to high level business objectives and strategies.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

CSM Magazine

APRIL 5, 2018

Moving your CC team to video chat gives you the metrics you need to convince management of the value. Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe. Incorporate co-browse and screen-share technology into your phone based contact centres.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. Simply put, it’s getting it right the first time and reducing customer effort.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Comm100

NOVEMBER 29, 2021

Recommended for you: How to Reduce Your Average Handle Time Fast. Set clear time expectations. Offer real-time, personalized, efficient support that your customers and agents will love at 1/3 the cost of voice support. Note: This blog post was originally published in July 2015. Learn more. Comm100 Live Chat.

Best practices 91

Best practices Average Handle Time Surveys Banking 91