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. For this reason, it’s a good idea to use surveys with smaller, three-to-five-point scales to minimize outliers and improve data consistency.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

JULY 27, 2022

That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. As supply chain problems get more complex, customers not only want a resolution, they also want it handled as efficiently as possible.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195