Playvox

AUGUST 25, 2022

All these singular actions can negatively impact service level metrics and the customer experience. A workforce management professional can have all the “rights” in place – the right people at the right place at the right time with the right forecast and the right schedule – but we cannot account for all aspects of human behavior.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching. Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Taylor Reach Group

JANUARY 11, 2018

Volatility in the form of volumes spikes, seasonality or increased handle time (AHT) is the enemy. The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Taylor Reach Group

MARCH 27, 2018

Are You Making the Most of Every Service Opportunity? Operational Indicators - Service Level, ASA & Occupancy Rate. Operational Indicators - Average Handle Time (AHT). Opperational Indicators - Service Level, ASA and Occupancy Rate. Are You Making the Most of Every Service Opportunity.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Because ultimately, we all face some level of workplace stress. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Clarabridge

SEPTEMBER 21, 2017

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. It is at best a box-ticking exercise, and at worst, an energy-sapping environment for the poor agents who work there.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45