Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Technical Support Customer Service Quality management 29

VocalCom

MAY 15, 2017

For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time.

Average Handle Time 48

Average Handle Time Interactive Voice Response CRM Contact center software 48

SmartAction

AUGUST 5, 2019

The post How DSW Reduced Their Average Handle Time By 19% appeared first on SmartAction. We’re also expanding IVA from our voice channel to additional digital channels, such as web chat. For the full interview, watch the OnDemand Webinar in partnership with NICE inContact.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

NICE inContact

MARCH 29, 2018

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores. Working with NICE inContact has accomplished all that and more. Even sales increased as a residual benefit!

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

NICE inContact

OCTOBER 17, 2018

With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog.

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. appeared first on Shep Hyken.

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Abandon rate 237

Abandon rate Journey mapping Average Handle Time Customer centricity 237

Myra Golden Media

NOVEMBER 11, 2020

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). ” Subscribe to my blog for more ideas like this. I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

Average Handle Time 314

Average Handle Time Contact Center Customer Experience 314

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.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

CCNG

FEBRUARY 21, 2024

In this blog, we will explore how GenAI can revolution service and support for your organization. This functionality can greatly reduce average handle times (AHT) by accessing suggest responses and solutions to customer queries faster than humanly possible.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Call Design

JULY 7, 2020

Average Handle Time. Let’s focus on Average Handle Time. Average Handle time is the sum of talk time, time on hold, and wrap-up time divided by the total number of calls. New staff coming on board and taking longer to find and resolve the issue.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

Zappix

FEBRUARY 1, 2024

In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy. Average Handling Time (AHT) and wait times see marked improvements as the platform streamlines processes, minimizing the time customers spend in queues.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Nicereply

JANUARY 27, 2022

Blog tip: 3 Customer Service Skills for Handling Difficult Conversations. Blog tip: 6 Tips for Writing Satisfying Customer Service Responses. Blog tip: How to Answer Customer Complaints to Keep Them Coming Back. Blog tip: 5 Effective Tips For Approaching Difficult Customer Conversations. Hire outstanding people.

Average Handle Time 98

Average Handle Time Customer effort Metrics Customer Support 98

ShepHyken

JANUARY 22, 2021

If you are looking for best practices to monitor remote agents’ performance, this blog is for you. The supervisors can also closely monitor and analyze agents’ availability, average handling time, the number of calls handled, break durations, etc. Create a High Trust Environment.

Best practices 219

Best practices Call Center Average Handle Time virtual call center 219

Call Design

JULY 6, 2021

Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task. It includes total talk time + total hold time + total wrap up time and is divided by the number of contacts handled.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. At SharpenCX we believe that software exists to serve people. I joined Sharpen as CEO because of the mission oriented team and the cutting edge solution that team has been able to build.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

Anexa BPO

JANUARY 27, 2023

In this blog, we will discuss some of the essential customer service team stats that businesses should monitor to ensure their service is meeting customer expectations. First Response Time First response time refers to the amount of time it takes for a customer to receive a response after they have contacted customer service.

Average Handle Time 52

Average Handle Time Customer retention Metrics outsourcing 52

Tethr

OCTOBER 5, 2021

Welcome back to the product update blog! Similarly, CX leaders could discover the top five customer friction points leading to churn, and contact center leaders could see the top reasons driving Average Handle Time (AHT) increases. And, you know, a low-effort experience. ). Improved organization for admins and users.

Average Handle Time 97

Average Handle Time Metrics Contact Center Sales 97

3CLogic

FEBRUARY 28, 2024

While there’s an extensive list of benefits as it pertains to GenAI, this blog will cover only one of the simpler and yet impactful use cases for GenAI — auto-call summarizations. Yet, while being of critical importance, the process of post-call notes is often repetitive and time-consuming.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

Hodusoft

JULY 19, 2023

It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Aspect

MARCH 10, 2020

Run more accurate staffing forecasts that put the right agents in the right place at the right time to effectively manage customer traffic . Reduce average handling time (AHT) by providing agents with historical customer interaction data . Here are just a few examples: .

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

NobelBiz

MARCH 19, 2024

Average Handle Time: Efficiency in resolving customer inquiries is reflected in the average handle time metric. Abandoned Calls: Identifying trends in abandoned calls allows for adjustments in staffing and workflow to reduce abandonment rates.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Nicereply

FEBRUARY 6, 2023

Standard operating procedures can ensure process efficiency as well as ready access to essential information any time. SOPs for customer service processes are especially useful in call centers as they help reduce the average handle time (AHT).

Customer Service 52

Customer Service Average Handle Time Call Center Metrics 52

Monet Software

JUNE 10, 2021

You need to understand contact trends, including how volumes change throughout the day, week and year; how average handle times are evolving; where your agent occupancy stands; and so on. Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Zappix

FEBRUARY 20, 2024

Accelerate Live Calls: By leveraging digital tools, call center agents can accelerate live calls, reducing average handle time, lowering costs, and improving customer satisfaction.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

WiserOwl Blog

APRIL 20, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon.

Average Handle Time 52

Average Handle Time Management Contact Center Metrics 52

Upstream Works

NOVEMBER 19, 2020

This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

Win the Customer

JULY 6, 2023

In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Customer Service 52

Customer Service Average Handle Time Metrics Self service 52

Expivia

APRIL 29, 2021

Average Handle Time. The average handle time is the best call center KPI to gauge how efficient your process is. This is the whole time your rep spends on the interaction. From the time they pick up the call until they finish their after-call work. After Call Work.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

Nicereply

APRIL 14, 2020

In our conversation, Tom outlines how these programs and others have helped them to reduce average handle time, increased customer engagement with their customer experience team, and close more renewals and trial conversions.

Average Handle Time 98

Average Handle Time CRM Metrics Feedback 98

TeleDirect

MAY 12, 2023

Some typical customer satisfaction KPIs for an outbound call center include: Average Handle Time This measures, on average, how long your customers are on the line with your agents. Average Call Length This KPI measures the average overall length of an outgoing phone call, including hold times and transfers.

Call Center 62

Call Center Metrics Average Handle Time Scripts 62

CrazyCall

JANUARY 28, 2019

In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized. Average handling time. #12. Hold time. #14. Average handling time. How to calculate average handle time?

Call Center 49

Call Center Metrics Average Handle Time Management 49

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Vistio

JANUARY 16, 2024

By automating repetitive and straightforward processes, such as handling transactional requests, checking account details, or providing basic information, contact centers can significantly improve their resolution times, overall productivity, and customer satisfaction.

Contact Center 52

Contact Center Customer Experience Average Handle Time Analytics 52

Aspect

MAY 7, 2018

To introduce you to the customer self-service chops of Aspect Via, we will be publishing a series of blog posts starting today. Every Monday for the next four weeks we will be posting a new blog covering one of the following topics: Aspect InQueue. Secure IVR. Context Continuity from Web to Voice. Advanced speech recognition.

Self service 73

Self service Average Handle Time Interactive Voice Response Chatbots 73