Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment. Satisfied customers = happy customers.).

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Hodusoft

MAY 10, 2023

between 2021 and 2026. It typically includes specific targets and metrics that define the quality of service, such as response time, resolution time, uptime, and availability. AHT (Average Handling Time) – AHT is the average amount of time that an agent spends on a call with a customer, including hold time.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Balto

JANUARY 22, 2024

According to Gartner, we can expect a five-fold increase in agent interaction automation by 2026. For example, if you want to know what your agents’ AHT (Average Handling Time) is in real time, you can just ask “What is the average handling time today?”

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. They did, however, care more about dials per week and average handle time. All three top metrics point towards an emphasis on the customer experience.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Playvox

APRIL 4, 2023

Gartner predicts that by 2026, 75% of customers who contact customer service and support organizations will do it because they’re lonely , not because they need customer service. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026. This requires tracking and measuring call center metrics and key performance indicators to evaluate both agent and call center performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56