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

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.

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.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

Have you ever wondered what is behind any of the Contact Center operational indicators? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). By: Turaj Seyrafiaan.

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.

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.

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).

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.

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.

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 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

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.

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.

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.

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.

Emojis At the Contact Center? Why Not?

Monet Software

Do they have a place at the contact center? Perhaps average handle time (AHT) is the toughest challenge, or cutting down on abandoned calls. Let’s stick with average handle time as an example. Have you used emojis at your contact center?

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: .

Three Essential Qualities Of an Efficient Contact Center

Monet Software

The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time and money).”. Sounds like the goal every contact center manager sets at the start of a new year. Common contact center KPIs include: Hold times.

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.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

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.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

But how many would list quality assurance, a standard contact center metric, as a customer experience metric? What about average handle time, service level, or agent attrition? In the modern contact center, these ARE customer experience metrics.

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.

Virtual Agents in the Contact Center: Data Gathering Made Easy

inContact

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. The post Virtual Agents in the Contact Center: Data Gathering Made Easy appeared first on NICE inContact Blog.

5 Qualities of an Exceptional Contact Center

VocalCom

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service. A great contact center needs efficient internal communications. Contact centers collect plenty of data.

How to Cash in on Contact Center Failures

inContact

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. These savings can then be applied to contact center improvements.

Tighten Up Your AHT Projections

Brad Cleveland

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately.

Quantify your Contact Center Success with CCaaS and KPIs

inContact

In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. Explain how a contact center upgrade will improve KPI’s.

KPIs for Managing your Contact Center

DMG

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. So what information does a contact center leader need to properly manage their operating environment?

How Can You Increase Your Contact Center Service Level?

Dialer 360

People who never been in the contact center or has worked, don’t know types of contact center services. Some the people probably also knows about the inbound and outbound centers. For a beginner, an incoming call center is where reps answer a call from customers.

AI in the Contact Center – Sorry, No Chasm, No Trough!

eGain

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Increasing Costs in the Contact Center Due to Increased Efficiency

Taylor Reach Group

During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts in installing new technologies (such as CTI) and procedural changes resulting in a “much more efficient call handling”. The business was growing and along with that, the Contact Center had grown in size.

Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions

VocalCom

In the context of customer experience, this means giving customers the understanding and support they need when contacting a business. Unlike skills-based routing, which uses criteria set ahead of time, predictive behavioral routing combines both historical and real-time data with artificial intelligence to determine the many important factors that influence customer interactions with agents.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Finding the Balance Between KPIs and Contact Center Agent Satisfaction

Outsource Consultants

How do you manage the effectiveness of your contact center? An article by Shelby Faris explores contact center KPIs from a different angle. Bots and machine learning are revolutionizing contact centers.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

inContact

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well.