Average Handle Time Coaching Customer Service Definition 
Callminer
JUNE 9, 2020
Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call.
Balto
MAY 23, 2022
Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Well, there are certainly textbook definitions you can find online. Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.”
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pointillist
JANUARY 25, 2019
Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. This can help drive down other critical metrics—including response times and abandonment rates.
BlueOcean
JUNE 26, 2018
We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? How do metrics and standards play a role in customer service? Let me give you a specific example.
Customer Service Life
OCTOBER 28, 2023
They do so by only reviewing customer interactions during routine quality assurance evaluations based on a checklist rather than encouraging and coaching agents to make human-to-human connections. Something I’ve been thinking about more in recent years is how this question applies to text-based customer support channels.
Customer Service Life
FEBRUARY 28, 2023
Lesson 1 – Define productivity for your contact center Without a clear definition of productivity and how to measure it, you’ll be hard-pressed to improve. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers.
CSM Magazine
NOVEMBER 14, 2023
Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. Greater emphasis on targeted, proactive training and coaching will ensure agents have all the skills they need for the future.
Expert insights. Personalized for you.
182 
Let's personalize your content