CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat.

Management 195

Management Average Handle Time Self service First call resolution 195

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. Lowering AHT lowers the cost to serve and increases agent availability. However, to be a genuinely effective metric, AHT needs to be viewed in context.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

MARCH 1, 2023

AI and chatbots are taking over the simple interactions that used to give agents a mindless moment or two between the more challenging interactions. Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195