Injixo

AUGUST 3, 2022

Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity. It’s just not exciting. Reducing AHT is a good thing, right? Not necessarily.

Average Handle Time 52

Average Handle Time Contact Center Management 52

Injixo

AUGUST 3, 2022

Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity. It’s just not exciting. Reducing AHT is a good thing, right? Not necessarily.

Average Handle Time 52

Average Handle Time Contact Center Management 52

Injixo

AUGUST 3, 2022

Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity. It’s just not exciting. Reducing AHT is a good thing, right? Not necessarily.

Average Handle Time 52

Average Handle Time Contact Center Management 52

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ViiBE Blog

MARCH 18, 2021

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

Average Handle Time 52

Average Handle Time call center software Call Center Metrics 52

Taylor Reach Group

MARCH 20, 2018

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. No Two Agents are Alike.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Myra Golden Media

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. But if your customers don’t feel you get it, it will be harder for you to manage the call. So, what are the top five underutilized soft skills for contact center agents? Glad you asked!

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Expivia

APRIL 1, 2021

But, there’s one key performance indicator that every call center needs to know: the average handle time. This post will define what the average handle time is, and what you can do to lower it. What Is Average Handle Time? Talk Time vs Handle Time at a Call Center.

Average Handle Time 52

Average Handle Time Call Center Interactive Voice Response Banking 52

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Now, AI is shaping how contact centers operate. Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

Global Response

OCTOBER 28, 2022

Workforce Management (WFM) is the discipline used to optimize cost and quality. WFM involves forecasting contact volumes by channel or interactions, staffing during the term, the production of schedules and reporting and analysis of data that allow management to deliver on its goals.

Contact Center 62

Contact Center Management Average Handle Time Service level 62

Monet Software

DECEMBER 26, 2018

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. Multiply that time savings by the number of calls in a shift, factor in happier agents, and it’s easy to see why RPA is gaining popularity at contact centers.

Average Handle Time 63

Average Handle Time Scripts Contact Center Personalization 63

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service. What is Contact Center Management?

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Taylor Reach Group

JANUARY 3, 2018

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. Calculation: Total Handle Time/Total Contacts. By: Peg Ayers and Turaj Seyrafiaan.

Average Handle Time 66

Average Handle Time Interactive Voice Response Customer Experience Self service 66

NICE inContact

OCTOBER 17, 2018

But the Houston-based company was losing sleep over its two contact centers. But Mattress Firm could rest easy once it switched to NICE inContact CXone, the cloud-based, customer experience platform that supports workforce management, quality management and skills-based routing. billion in annual sales (2016).

Average Handle Time 48

Average Handle Time Contact Center Quality management Enterprise 48

NICE inContact

MARCH 29, 2018

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. Even sales increased as a residual benefit! Issues are identified and addressed immediately.

Average Handle Time 48

Average Handle Time Contact Center Gamification Enterprise 48

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Improved contact center operations . How to Buy Contact Center Software.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic. Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time.

Average Handle Time 130

Average Handle Time Management Wait times Contact Center 130

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. As such, it is also important to focus on the right KPIs that prioritize CX.

Contact Center 121

Contact Center Abandon rate contact center associations Average Handle Time 121

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

SmartAction

AUGUST 5, 2019

We realized a couple of years ago that we could no longer grow our contact center at the same rate in which we were growing our sales. When I started here eight years ago, we had 40 people that worked in the contact center. Every time we grow demand, we can’t grow people.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

Fonolo

NOVEMBER 24, 2020

Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. Nobody escaped the endless waiting times. . The pandemic thrust contact centers on to the frontline. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. The first rule of business performance management: don’t make decisions blindly.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Calltools

MAY 3, 2023

5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. From there, call center managers can identify overarching areas for improvement, agents who need training, agents who deserve rewards, and more.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Global Media

AUGUST 1, 2019

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. How Do Your Call Center Supervisors Measure Up?

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Brad Cleveland Blog

MARCH 5, 2020

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

Average Handle Time 29

Average Handle Time Technical Support Customer Service Quality management 29

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. What Is A Remote Work Policy?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78