Metrics That Matter: Average Handle Time

Taylor Reach Group

AHT: the Most Misunderstood Metric in Call or Contact Centers. Average handle time is a wonderful tool. AHT is an AVERAGE, and is Simply the Midpoint of All the Conversations. By John Cockerill. Everybody uses it and they believe they use it correctly.

What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT

Callminer

Definition of Average Handle Time Average handle time, or AHT, is an important call center metric. The post What is Average Handle Time?

Predicting Contact Center Average Handle Time

Bright Pattern

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. average handle time

Predicting Contact Center Average Handle Time Part 2

Bright Pattern

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. average handle time

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled.

Cutting Average Handle Time With a Robot Assistant

Monet Software

Such luxuries are out of reach for the rest of us – but in the contact center, some agents are getting a little extra help from their own assistants. Attended automation” is a more sophisticated solution that provides real-time guidance and help as agents engage with customers.

Calculating Average Handle Time in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).

Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

inContact

But the Houston-based company was losing sleep over its two contact centers. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. in time to support the critical tax returns period, eGain Virtual.

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

Contact Center Pipeline

Technology AI artificial intelligence average handle time call center contact center KM Knowledge ManagementIt’s a well-known fact that customers hate to wait.

How to reduce Average Handling Time and improve quality

Eptica

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Share knowledge through best templates A large proportion of consumer questions are asked multiple times, by a number of people.

7 Essential Tips for Reducing Average Handling Time

VocalCom

Time plays a key role in customer service. For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time. Whenever agents need time to find or process information, customers should be kept informed.

IMPROVE YOUR CONTACT CENTER'S METRICS WITH VOIANCE

Voiance

With 2018 coming to an end, it's time to evaluate your contact center’s metrics. Over-the-Phone Interpretation Customer Satisfaction multilingual support reliability cost savings Voiance Customer Service Contact Centers First Call Resolution Average Handle Time

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. Average Speed of Answer (ASA). Average Handle Time (AHT).

Inside View: TCL North America

Contact Center Pipeline

Agent empowerment agent empowerment AHT average handle time call center contact center customer advocacy customer experience employee feedback QA processIf you are unfamiliar with TCL (The Creative Life), you probably won’t be for long.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center agents employed by these Contact Center Outsourcing (CCO) firms representing thousands of organizations and brands. The staff labor is resold either on a Full-Time Equivalent (FTE), per hour or per minute basis.

Three Ways Voiance’s Phone Interpretation For BPOs Can  Benefit Your Organization

Voiance

BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. phone interpretation Over-the-Phone Interpretation BPOs Average Handle Time Compliance

Beyond Containment

Nuance

One of the key strategies by which contact centers can continuously optimize their performance is in measuring […] The post Beyond Containment appeared first on What’s next.

Contact Center Customer Experience Best Practices

Callminer

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Customers also expect to have their needs met in a timely, effective fashion.

14 Critical Call Center Metrics You Should be Tracking

inContact

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. Computer Vision AI – Reinventing the Contact Center. Live video calls through which contact center agents assist customers with their issues is the perfect environment for computer vision to demonstrate its worth.

Count to 5 for perfect multi-channel forecasting

teleopti

Having the right number of agents in the right place, at the right time is easier than you think. Use it to spot deviations from normal events such as unexpected spikes in call volumes or even different average handling time (AHT) patterns.

Putting Humanity in Contact Centers

Customer Relationship Metrics

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.

Value-Driven Knowledge Management: Introducing a New Model

Verint

This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Intraday Management — GPS for the Contact Center

inContact

Intraday reforecasting allows for the contact center to reevaluate needs based on the day-of trending of volume, average handle time, and service levels. Typically, the platform will display the number of expected contacts — aka the original forecast — alongside the days’ actuals so far by interval. For more ways on how to elevate your contact center, check out these resources.

Improving Inbound Contact Center Metrics

InGenius

Salesforce recently released an infographic on Call Center Best Practices. Alongside their post on 6 things a rep should never say , it’s a great resource if you’re in charge of – or part of – an inbound contact center. Service level, response time and abandonment rate.

Add Mindfulness to Your Contact Center WFO and IVR Strategies

Verint

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Customer care extends far beyond the traditional call center. Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place.

Driving Holistic Customer Engagement Excellence

Verint

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Full Speed Ahead with Analytics and Automation

Verint

They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. These calls had the highest average handle time (AHT)—more than 19 minutes per call. The primary KPIs on the agent scorecard include available time , time in adherence to schedule , revenue per hour and total average quality score.

Three Simple Ways to Show Your Customers Some Love

Verint

This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. . Current state of DSS in contact centers. Call centers are highly stressed environments.

Measuring Contact Center Effectiveness

Strategic Contact

Contact centers must rise to the challenge of attaining efficiency and effectiveness. Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, occupancy, and the like.

New Ways to Think About Contact Center Quality Monitoring

inContact

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). Improving contact center quality is one of those activities that deliver perpetual benefits.

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding.

4 Tips for Using Slack to Improve Contact Center Communication

Customer Service Life

But in my context, it was contact center agents casting a wide net by instant messaging multiple supervisors and managers on duty for help with an issue. While there’s a time and a place for one to one instant messaging, the purpose of this communication should be clear.