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 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

AUGUST 23, 2023

Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Analyzing these metrics helps contact centers identify bottlenecks and areas for improvement.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

MARCH 30, 2022

To make matters worse, the agent’s average handle time goes up because the agent is discouraged and types or talks slower. Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. Unfortunately, the agent’s performance doesn’t get better.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

APRIL 12, 2023

Not average handling time or other internal metrics. If there are multiple transfers, long wait times with an agent, or other barriers then you know the answer. Looking at metrics like CSAT and AHT should be viewed together. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

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 195

Customer Experience Contact Center CCNG Self service 195

CCNG

NOVEMBER 2, 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.

Management 195

Management Average Handle Time CCNG Contact Center 195