APIs Average Handle Time Interactive Voice Response Wait times 
CSM Magazine
DECEMBER 12, 2019
Time and time again, organizations are losing customers to the black hole of wait times and inefficient processes during their seasonal bumps. The following are a few approaches that have worked successfully for many of my clients: Review/revise your IVR. Cloud-based APIs. Proactive notifications.
NICE inContact
FEBRUARY 13, 2018
During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT).
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Hodusoft
NOVEMBER 24, 2021
First call resolution, average handling time, and agent idle time have become the top metrics of concern for call center leaders these days. Mapping customer journeys through a single dashboard in real-time and generating custom reports can go a long way in adding value to your brand. Interactive Voice Response.
Babelforce
NOVEMBER 30, 2022
Do you know your DTMF IVRs from your ACDs? That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. Active waiting calls metric. This does not include time spent navigating an IVR system. Expected Wait Time?
InGenius
JANUARY 2, 2019
Contact centers use an automatic call distributor (ACD) to automatically route calls to specific agents based on customer data, an agent's skillset, times of day or IVR selection, to ensure the right person always answers the call. AHT - Average Handle Time. API - Application Programming Interface.
Babelforce
SEPTEMBER 3, 2020
Average Handling Time (AHT). The average duration of a customer interaction. Abandon rate is simply the proportion of customers who give up while waiting to reach the right resource (generally an agent.). When a lot of customers abandon, it signals an over-long wait time or negative queuing experience.
NobelBiz
AUGUST 11, 2022
Business Tools Integrations Through native connectors or a well-documented API, CCaaS solutions should be able to readily integrate with your business tools (for most call centers, that means the CRM). Your teams will appreciate the time saved, which increases metrics such as Average Handling Time , Contact Rate, and Average Waiting time.
Expert insights. Personalized for you.
52 
Let's personalize your content