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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT
Callminer
JUNE 28, 2017
Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. The post What is Average Handle Time?
Average Handle Time Related Topics 
Operational Indicators – Average Handle Time (AHT)
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). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.
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Calculating Average Handle Time in Light of Customer Experience and IVRs
Taylor Reach Group
JANUARY 3, 2018
Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).
Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents
inContact
MARCH 29, 2018
In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores.
Study: The Health of the Contact Center
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complex over time. CUSTOMER DATA AVAILABLE AT THE TIME OF THE REQUEST. A quar- ter (25 percent) say they feel stressed multiple times a week, while 12 percent say they feel stressed all the time. center metrics include average handle. single time.
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Tighten Up Your AHT Projections
Brad Cleveland
JUNE 29, 2016
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.
Inside View: TCL North America
Contact Center Pipeline
MAY 18, 2017
Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.
14 Critical Call Center Metrics You Should be Tracking
inContact
MARCH 10, 2016
Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Average Wait Time : Average wait time tracks how long it takes for customers to connect with an agent who can address their needs.
The Coming Disruption of the Contact Center Outsourcing Industry
Taylor Reach Group
JANUARY 11, 2018
Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands. The staff labor is resold either on a Full-Time Equivalent (FTE), per hour or per minute basis. Volatility in the form of volumes spikes, seasonality or increased handle time (AHT) is the enemy. By: Colin Taylor.
Measuring Contact Center Effectiveness
Strategic Contact
JULY 6, 2017
Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, occupancy, and the like. Contact centers must rise to the challenge of attaining efficiency and effectiveness.
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Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops
inContact
FEBRUARY 13, 2018
Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). And while average handle time is important within the contact center, it also indirectly impacts your customer experience as well.
5 Benefits of Using Artificial Intelligence in the Contact Center
Outsource Consultants
JUNE 19, 2018
Better Average Handle Time (AHT): “The human brain has limited capacity and is often subject to issues of inaccuracies and flaws when it comes to serving people to the best of their performance caliber. True 24/7 Service: AI agents can help customers at any time on any day.
Average Talk Time: The Little Metric with Big Insights
inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.
AI in the Contact Center – Sorry, No Chasm, No Trough!
eGain
FEBRUARY 27, 2018
Sorry, no such thing for AI in the Contact Center this time around. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time). 80% reduction in resolution time.
Don’t Be Afraid of Change at the Contact Center
Monet Software
MARCH 12, 2018
Churchill It’s easy to fall into ruts, whether it’s Friday night dinner at the same restaurant, or contact center guidelines for how agents should handle specific customer situations. Let’s use Average Handle Time (AHT) as an example. Has average handle time been reduced?
Product Series: Self-Service with Aspect Via™
Aspect
MAY 7, 2018
If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via.
CX-Ray Vision: The Experiences You Need In Your Business
8x8
JUNE 18, 2018
8x8 also delivers industry-leading intuitive graphical interaction flows revealing the complete customer journey and granular search terms so you can find specific interactions in no time. 8x8 Contact Center lets supervisors “whisper” suggestions in real time without customer awareness.
Average Talk Time: The Little Metric with Big Insights
inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Based on the data, they finish each interaction in a timely manner and aren’t wasting time on the phone. The post Average Talk Time: The Little Metric with Big Insights appeared first on inContact Blog.
KPIs for Managing your Contact Center
DMG
DECEMBER 11, 2017
In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance. In an ideal world, a contact center would have a performance management system that aggregates and presents balanced performance scorecards in real time as well as on a historical basis. This approach gives managers the data they need to take corrective action on a timely basis. Email average handle time.
Managing Wait Times to Reduce Customer Frustration
Monet Software
MAY 15, 2018
And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times. So the challenge is reducing average speed of answer. One way to do that is to shorten all of your calls so agents can handle more calls each day.
Using AIM to Tell Better Stories and Move the Needle
Customer Service Life
JUNE 5, 2017
Your PowerPoint presentation is packed with charts displaying monthly call volume, average handle time, hold time, and a variety of other stats. Once you are clear on your audience and intent, it’s time to put it all together into a compelling story.
Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience
ShepHyken
MARCH 30, 2018
Overall, CSAT is something you must track consistently (using always the same method) to have results that can be compared and evaluated over time. Nonetheless, similarly to CSAT, the NPS is a great indicator of your progress over time and an important one to track. First Response Time.
5 Valuable Metrics Contact Centers Can Provide Companies
Outsource Consultants
JUNE 19, 2018
Big data can help companies improve their customer experience, earn customer loyalty, and increase revenue over time. The following are five of the many pieces of valuable data that contact centers can provide their clients: Average Handle Time: How long are agent/customer interactions?
The Handle Time Dilemma
Service Agility
JUNE 18, 2015
In the early years of contact centers, it was fairly common to saddle agents with an average handle time (AHT) performance objective. So, in most contact centers, average handle time is no longer a performance objective. Some agents have longer handle times and are producing no extra value for it. In fact, their lengthy calls actually drive customer satisfaction down, since no caller wants to spend more time on a call than is necessary.
3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]
Fonolo
JUNE 5, 2018
To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. We can also see a low ranking for Average Handle Time – a metric that was been around since the earliest days of the call center.
The 7 Roles that Benefit from Call Recording
OrecX
JUNE 1, 2018
Quality Supervisor: R eviews a sampling of calls per agent each month and fills out quality monitoring scorecards to rate various metrics, including first call resolution, proper greeting, resolution handling, politeness, up-selling, etc. Call Center Manager: Receives and reviews daily customer service performance reports from the call recording system showing first call resolution, average handle time and other soft metrics like customer satisfaction, problem resolution, etc.
5 Ways to Boost Your Net Promoter Score
VocalCom
JUNE 11, 2018
When they are transferred too often between agents or departments due to failed internal communications, everyone’s time is wasted. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty. When your customers provide feedback, they are giving you their time and offering valuable insights.
Contact Center Metrics ARE Customer Experience Metrics
Customer Service Life
MAY 21, 2018
What about average handle time, service level, or agent attrition? Average Handle Time (AHT). For email support, you might instead be looking at emails sent per hour if you don’t have a system to track email handle time and that’s similar enough.
5 Ways Big Data Can Improve the Customer Experience
VocalCom
AUGUST 7, 2017
In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. For example, longer average handling time (AHT) or low rates of first contact resolution (FCR) might indicate communication or organization issues that need to be resolved. Streamline service and save customers time.
North Memorial Health: The True Advantage of UC Technology within the Healthcare Space
Revation Systems
OCTOBER 2, 2017
A: The primary benefit our employees have experienced since deploying LinkLive Healthcare Knowledge Base is the ability to instantly access a breadth of information that is kept up-to-date in real time.
Maintaining Optimal Service at the End of Each Shift
Monet Software
MAY 29, 2018
Often, average handle time drops – which sounds good until you realize that it’s happening not because agents are being more efficient, but because they have one foot out the door already and are rushing through their last few calls. The customer that calls at 4:50pm deserves the same amount of time and attention as the one who called near the beginning of the shift.
This is what’s happening at Call Center Week
Call Center Coach
JUNE 28, 2017
We’ve often believed that we need to get away from average handle time and that we need to get away from speed. The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights.
Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” The QA practices used today were built for a different time, much like replacing an entire gender was back in the late 1800’s. It’s time to rethink iQM.
Customer Reach – April Newsletter
Taylor Reach Group
MARCH 27, 2018
Operational Indicators - Average Handle Time (AHT). Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. Operational Indicators - Average Handle Time (AHT). In this article, we tackle one of the most important indicators; Average Handle Time (AHT). Newsletter.
4 Myths About Chat Support. AI to the Rescue?
Customer Service Life
APRIL 13, 2018
A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. Myth #1: Agents can handle other channels while doing chats.
Steps to Track your Call Center’s Performance using KPIs
OctopusTech
APRIL 2, 2018
4) Do you expect different queue time depending on the channel? b) Average Handle Time or AHT is the average duration of one transaction taken during the initiation of a customer’s call to the end moment till the issue is resolved. It includes any hold time, talk time and related tasks that follow the transaction. It enables you to forecast calls correctly in order to ensure you are not under or overstaffed at any given time.
5 Technologies That Reduce Customer Effort
VocalCom
MAY 21, 2018
Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Additional options should also be offered to address any issue that customers are facing at the current time, such as a product recall or technical problem. Only then can IVR menus truly serve customers well and save them time. Be sure to direct such kinds of questions to agents as quickly as possible so that customers do not lose time.
Surprisingly Easy: The Path To Customer Loyalty
Beyond Philosophy
MARCH 15, 2017
People are less likely to activate the energy needed to make rational decisions all the time. Best of all, this process works pretty well most of the time for many people. After all, the easier time customers have with you, the easier it is for them to come back for more.
Contact Centers Focusing Less on 80/20 Service Level
Fonolo
APRIL 17, 2018
First, a quick review of the definition: Service level is always given as a pair of numbers: a percentage value and a time value in seconds. The original logic behind it is lost to time. Average Handle Time.
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