TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. Helping customers resolve tricky issues puts pressure on the contact center in several ways.

Call Center 124

Call Center Personalization Contact Center Self service 124

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

NobelBiz

FEBRUARY 27, 2024

This technology minimizes idle time between calls, maximizing agent productivity. Predictive dialers are particularly beneficial for sales and marketing campaigns, enabling agents to reach more potential customers in less time.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Quality Contact Solutions

DECEMBER 31, 1969

First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact. There are many other metrics such as Average Handle Time (AHT), Schedule Adherence, Attrition, Cost per Contact, and Average Wait Time (AWT).

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Talkdesk

APRIL 8, 2016

Like many call centers, SpotHero measures and tracks common call center metrics such as service level, average wait time and average handle time. For example, SpotHero is a B2C company with callers who are typically driving or in a rush to park their car when they call in.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

aircall

DECEMBER 13, 2018

The next-most popular measures of success — average reply time, average handle time, and average resolution time — also focus on operational urgency and efficiency. And B2C customer support leaders will also enjoy comparatively big balances.

Surveys 54

Surveys Customer Support B2C CRM 54

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Just fix it right the first time.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42