Average Handle Time, Benchmark, CCNG and Metrics

Key contact center metrics you should be tracking

CCNG

NOVEMBER 29, 2023

There are myriad metrics and indicators that an organization can monitor to measure contact center performance. FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems. Therefore, view AHT alongside first contact resolution.

Metrics

Metrics Contact Center Average Handle Time Surveys

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

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” 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. would save $500,000.

Customer Experience

Customer Experience Contact Center CCNG Self service

Customer Contact Central

Key contact center metrics you should be tracking

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

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