Average Handle Time, Benchmark and CCNG - Customer Contact Central

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Average Handle Time

Benchmark

CCNG

Key contact center metrics you should be tracking

CCNG

NOVEMBER 29, 2023

Average Handle Time (AHT) An efficiency metric, average handle time measures the amount of time it takes each agent to converse with a customer. However, NPS also has limitations. Because it measures a cumulative experience, it’s a survey that should be used sparingly.

Metrics

Metrics Contact Center Average Handle Time Surveys

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

JANUARY 4, 2023

Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 A center with 1,000,000 calls per year could save 10% of time spent on calls. If average cost per call is currently $5.00, then reducing the cost to $4.50 would save $500,000.

Customer Experience

Customer Experience Contact Center CCNG Self service

Key contact center metrics you should be tracking

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

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