Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. phone or digital), and are they taking breaks at the most optimal times to maintain service levels. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Solvvy

FEBRUARY 5, 2020

Then you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them. Learn What Industry Benchmarks Look Like. You shouldn’t wait for customer complaints to roll in to realize when you’re getting things wrong. Time to first response: 60 minutes.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Solvvy

JANUARY 7, 2020

And trust us, your customers are going to notice as soon as they need to get in touch about a support issue and get stuck on hold for 15 minutes just waiting to get ahold of a human being. Your glossy influencer campaigns and slick videos are no match for a horde of angry customers. Time to first response: 60 minutes.

Average Handle Time 48

Average Handle Time Self service Benchmark Customer Support 48

SharpenCX

MARCH 5, 2020

Here are a few of the benefits: Customers won’t have to repeat the details of their current (or past) issues to multiple agents. Getting rid of a key cause of customer frustration. Average handle time decreases because agents don’t waste time searching for information. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

MARCH 24, 2020

But, with the internal benefits, how do you know your metrics lead to better customer outcomes? How can you tell if you’re setting the right goals and performing competitively for your customers? Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers.

industry standards 52

industry standards Metrics Call Center Wait times 52