NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Balto

SEPTEMBER 7, 2022

One of the most prominent issues raised by contact center operators in 2022 is the increasing workload , namely contact volume and average handling time. Though no industry benefits from a lack of visibility, few maintain security and compliance requirements as strict as banking and financial services.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

SharpenCX

MARCH 24, 2020

Work with other teams to be proactive and address known gaps ahead of time. Do they need coaching on de-escalating tough conversations with customers? It doesn’t matter if they’re calling their bank, cable company, or service desk. First Contact Resolution (FCR) is a metric directly linked to your customer satisfaction scores.

industry standards 52

industry standards Metrics Call Center Wait times 52

NobelBiz

AUGUST 11, 2022

Key information (activity, location, prior purchases, outstanding bank balances, and so on) is displayed at a glance to handle any customer concerns as fast as possible and to further enhance and personalize the customer experience. This greatly simplifies client satisfaction.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52