Metrics That Matter: Average Handle Time

Taylor Reach Group

Average handle time is a wonderful tool. AHT is an AVERAGE, and is Simply the Midpoint of All the Conversations. Long term, experienced agents are capable of handling more complex calls and handle simple calls faster than new agents.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

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). As the name indicates, it is the historical average for thousands, perhaps millions of calls handled by the Center over a reasonable period of time.

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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).

How to Improve Your Live Chat Average Handle Time


Or worse, that you’re leaving your customers hanging around waiting to receive help. Most customers refuse to wait more than five minutes for a response. We’re passionate about giving customers help when they need it. Number of unanswered/timed out chats.

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. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

How DSW Reduced Their Average Handle Time By 19%


While DSW has encountered tremendous growth, that has also meant mounting customer service pressure yielding millions of inbound calls per year. Tim Harpe, Director of Customer Operations for DSW, shares their results. Every time we grow demand, we can’t grow people.

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

NICE inContact

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Our goal was to serve our customers better,” says Young Energy’s Chief Technology Officer Bruce Gilbert. “We

How to reduce Average Handling Time and improve quality


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.

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


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.

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

Contact Center Pipeline

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

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. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

7 Essential Tips for Reducing Average Handling Time


Time plays a key role in customer service. Customers seek meaningful yet quick responses, while companies need to deliver quality experiences while avoiding long and costly service interactions. 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. Keep customers informed.

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.

Allied Irish Banks and Deutsche Telekom pioneer voice biometrics to ease customer effort


Improving the customer experience is all about removing friction from every interaction. The easier it is to interact with your brand, the more likely your customers are to stay long-term.

Rankings show banks are doing well – are you keeping up?


I always look forward to reviewing the customer experience report that the Temkin Group puts out each year. The Temkin Experience Ratings use a survey of 10,000 US consumers to rank companies and industries on the basis of customer experience alone.

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

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Leverage Gamification to Level Up Customer Support

Noble Systems

How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Step 1: Define Customer Support KPIs. Average Handle Time (AHT).

Beyond Containment


Earlier this year I had the opportunity to speak at Nuance’s annual Customer eXperience Summit on the topic of Continuous Optimization – a process that improves performance of deployed applications while enhancing the customer experience and growing operational savings.

Leverage Gamification to Level Up Call Center Service and Support

Noble Systems

How well are your customers being served by your call center service and support center? Are your agents delivering the best possible experience when customers engage with your business? Step 1: Define Customer Support KPIs. Average Handle Time (AHT).

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

Customer Satisfaction : Customer satisfaction indicates how your agents performed in solving customer issues. This can be done in a variety of ways, including with Customer Satisfaction Surveys that are sent out after a call or chat.

Count to 5 for perfect multi-channel forecasting


Customers expect service wherever and whenever they want it and in the channel of their choice – by phone, email, Chat, SMS and social media. Having the right number of agents in the right place, at the right time is easier than you think.

Value-Driven Knowledge Management: Introducing a New Model


Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value.

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

Natalie Petouhof

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center.

Driving Holistic Customer Engagement Excellence


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


I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities. These calls had the highest average handle time (AHT)—more than 19 minutes per call. What happens when a premier cruise line makes business outcomes a top priority?

Three Simple Ways to Show Your Customers Some Love


This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. 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. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

Contact Center Customer Experience Best Practices


Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations.

Are You Using All That Workforce Optimization Has to Offer?


Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations? The latest advances available today may be just what you need to help you achieve your customer experience goals. helping your organization to create a better customer experience.

Add Mindfulness to Your Contact Center WFO and IVR Strategies


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.

Guest Blog: Are You Setting the Right Customer Experience Goals?


This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Would you consider that a great customer experience?

DSW Successfully Incorporates AI into Customer Experience

NICE inContact

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. Today, live agents are optimized to help customers more quickly on complex needs. We love our shoes!

Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience


Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric. First Response Time. Average Handling Time.

How Do You Measure Customer Experience Success

ProProfs Blog

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer ? What is Customer Experience Measurement?

Top Customer Experience Books You Need to Read


If you’re an avid reader, I’m sure there’s been times where this sense of accomplishment isn’t quite reached. These are all great skills for any customer experience leader. We’ve listed six solid reads below; take some time to peruse this book list and pick the ones you like.

CXNext Podcast Episode 56: From Contact Center to CX Officer: Leadership for Customer Experience

bold360 Blog

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. The customer is the hero of the story. That can wipe out a customer experience initiative’s energy and direction.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients.

A 5-point plan for the new era of Customer Experience Intelligence


Customer Experience (CX) is still the number one measure of strategic performance while 87.2% This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy.