Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

MAY 23, 2022

Listen, we live in the TikTok era, and we humans expect quick entertainment. So don’t hesitate to keep the call center coaching session under 10 minutes and hyper-focused on a single coaching objective – it will save you time, be a lot more fun, and call center agents are much more likely to remember and apply what they’ve learned.

Coaching 52

Coaching Call Center Average Handle Time Entertainment 52

Tethr

JANUARY 30, 2020

Even in businesses that automate these QA processes, the focus has traditionally been on monitoring what the agent says: proper greeting, script adherence, proper closing and on optimizing efficiency by reducing average handle time. Stop entertaining a broken system.

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

Netomi

SEPTEMBER 30, 2021

Not just in business, but for entertainment purposes as well. Measure – You’ll want to measure the impact your Conversational AI is having on your customer service KPIs , including first response rate, average handle time, CSAT, AI and human agent collaboration, and more.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52

Toister Performance Solutions

MAY 13, 2021

One client implemented this tactic, and the results were immediate: #2 Focus agents on first contact resolution (FCR) Stop showing real-time productivity data to agents, including average handle time, emails per hour, and chats per hour. You can even configure it so customers can schedule a callback at a later time.

Contact Center 71

Contact Center Wait times outsourcing Self service 71

SharpenCX

DECEMBER 9, 2020

If that’s the case, you have to get creative to handle spikes in call volume, so you can avoid an overload of abandoned calls. One tried-and-true fix is to consider ways to reduce your Average Handle Time (AHT) , while still giving quality service, of course. Give your customers a callback or voicemail option.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

SharpenCX

FEBRUARY 25, 2020

Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Which is exactly why actors and entertainers wait in a green room prior to going on TV. And, too much distraction will only pull your brain in different directions. Hmm, both are looking kind of low.

Call Center 76

Call Center Morale Metrics Abandon rate 76