Playvox

DECEMBER 5, 2022

Not only did these audits assist managers in spotting avoidance techniques and behaviors, but they also allowed the agents that were diligently working to get the praise they may not have received otherwise. Review short handle times or average handle time. Actions: Review hold time reports.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

BlueOcean

MAY 13, 2021

Some brands managed to catch up with demand and patch any holes in their supply chain, but others are challenged by the supply-demand equation to this day. We’ve written before about the changes in consumer behaviours and the impact on customer care – from fluctuations in arrival patterns to dynamic average handle times.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

Fonolo

SEPTEMBER 26, 2017

Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. Call center managers usually don’t want to staff up to cover the peak levels, because that would leave excess agent capacity during off-peak days. Plus so Much More!

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Clarabridge

SEPTEMBER 21, 2017

In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Squelch

MAY 10, 2019

In order to encourage this long-term mindset, managers and executives must implement a set of metrics and incentives that align with this approach. This mission naturally requires customer success managers (CSMs) to take a more long-term approach that’s rooted in developing a genuine relationship with each customer.

Customer Experience 40

Customer Experience Average Handle Time Customer retention Metrics 40

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Average Waiting Time. Average handling time. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need.

Call Center 52

Call Center Metrics Abandon rate Management 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Comm100

MAY 28, 2020

Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved. As a manager, it is your responsibility to assess your company’s KPIs and use your findings to make any appropriate adjustments to your live chat team. Average handle time.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

SharpenCX

MARCH 4, 2021

Learn how to use customer analytics to create reports for 3 different audiences: managers & supervisors, agents, and your exec team. How to Report on Customer Analytics for Supervisors and Managers. Managers (I’m looking at you!) A favorite metric we often see call centers target is Average Handle Time.

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. The answer lies in simplicity.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Comm100

NOVEMBER 8, 2017

Do you: (A) Get up and leave (B) Complain to the manager about the situation, or (C) Shrug it off and wait for the food?”. Manages Time Wisely. One of the most commonly evaluated metrics is an agent’s average handle time (AHT). How do you respond when you are stuck in a bad traffic jam?

Customer Service 43

Customer Service Average Handle Time Benchmark Personalization 43

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Mindtouch

AUGUST 21, 2019

This puts knowledge management square in the spotlight. Because prioritizing customer experience is one thing, but managing to deliver timely content in the various channels that comprise this customer experience is another challenge altogether. What is knowledge management? Knowledge management vs. knowledge base.

Management 88

Management Self service Chief Customer Officer Chatbots 88

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). How can you move toward improvement when you barely have time to maintain the status quo?

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

SharpenCX

MARCH 10, 2020

You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center. But this time… you take on a new role without any training. So, how do you manage a call center team?

Call Center 67

Call Center Management Coaching Metrics 67

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Best practices 46

Best practices Contact Center Management outsourcing 46

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Agent assist uses real-time conversational analytics to understand what customers want and not just what they say. Take the definitive Agent Assist eBook with you. Download Now.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

Comm100

SEPTEMBER 7, 2017

eBook] The Guide to Becoming a Top Performing Live Chat Agent. Average handle time is of great significance to customer satisfaction. Let’s go back once more to an example response: “Yes, I’ve used a CRM (customer relationship management) system to track online orders before.

Average Handle Time 46

Average Handle Time Customer Service Feedback Call Center 46

SharpenCX

MARCH 5, 2020

True omnichannel customer service means your agents can handle customer interactions on any (and every) channel. And, as new channels emerge, your vendor can loop those channels into your contact center platform, so agents can still manage all interactions from a single interface. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

JANUARY 7, 2020

Now that we’re back to work after the holidays, it’s time to kick things into high gear and reflect on where your call center performance could have been a bit better in 2019. As a call center manager, your focus should live in two places — with your agents and your customers. Take some time vamping up your reporting dashboards.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

Noble Systems

MAY 20, 2021

How do all of these modern speech technologies impact business productivity? Well, time is money, and speech technologies can reduce average handle time and potentially speed up resolution of customer issues. Ebook: Learn From Every Customer Conversation.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98

SharpenCX

MARCH 24, 2020

According to Gallup’s Re-Engineering Performance Management research, measurement is a positive pillar for developing employees. Gallup also found employees who think their manager holds them accountable for performance are 2.5x This may mean that your AHT, or Average Handle Time, actually increases.

industry standards 52

industry standards Metrics Call Center Wait times 52