AWS Machine Learning

MARCH 31, 2023

Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals. Check out these short demo videos: Introduction to QnABot Solution Introducing Amazon Lex Try Amazon Lex or the QnABot for yourself in your own AWS account.

Virtual Agent 75

Virtual Agent Self service Transportation Customer Experience 75

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

NobelBiz

JUNE 19, 2023

Performance Reporting Real-time performance reporting equips management with instant updates on various KPIs. This includes data on call volumes, average handle time (AHT), first call resolution (FCR) , and more. It enables managers to take swift actions for process optimization.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

MAY 16, 2022

A “good” call center’s ASR is 40-50%, and if it’s above 60% — the services exceed expectations. Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” Schedule 1:1s and host workshops every month to keep skills fresh or implement new training programs.

Contact Center 67

Contact Center Scripts Call Center call center software 67