NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Dialer 360

SEPTEMBER 14, 2022

Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. 5 methods to improve call center performance. You can assess the agent’s capacity for effective time management.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Fonolo

MARCH 4, 2020

“We’ve also set up one-to-one customer-agent relationships, which we call a “dedicated model.” We are literally about being customer-obsessed — so if whoever is calling needs to talk to the agent for 20 minutes 30 minutes 40 minutes, nobody’s going to say, “Well, why is your AHT so high?” So, that metric? Learn more at ADP.com.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

“We’ve also set up one-to-one customer-agent relationships, which we call a “dedicated model.” We are literally about being customer-obsessed — so if whoever is calling needs to talk to the agent for 20 minutes 30 minutes 40 minutes, nobody’s going to say, “Well, why is your AHT so high?” So, that metric? Learn more at ADP.com.

Customer Service 67

Customer Service Metrics Call Center Banking 67