CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. In the process, staff leave along with customers and it takes much longer to get both back again.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Quality versus Quantity. Cultural Conflict.

Metrics 55

Metrics Customer Service Management Contact Center 55

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40